Customer Service Senior Analyst - Voice

About the role

Accenture is seeking a Customer Service Senior Analyst – Voice to lead a multi‑channel support team. The role combines coaching, operational oversight, and problem‑solving to ensure high‑quality service across inbound, outbound, email, chat, social media, SMS and online reviews.

Key responsibilities

• Lead a team of agents, driving performance against KPIs and service‑level targets.
• Prepare concise operational briefing decks for stakeholder meetings.
• Collaborate with end‑market teams and cross‑functional partners (Supply Chain, Marketing, Finance, IT) to resolve systemic issues.
• Conduct regular one‑on‑one and on‑floor coaching sessions to build capability and engagement.
• Manage schedules, attendance and shift adherence while ensuring compliance with quality and data‑protection standards.
• Utilize SAP and Salesforce for case management, order flows and performance tracking.
• Identify opportunities for upselling and service enhancements through training and onboarding.

Required profile

• 5‑8 years of experience in customer support, with proven leadership of multi‑channel teams.
• Strong communication, interpersonal and conflict‑resolution abilities.
• Expert proficiency in Spanish.
• Ability to thrive in a fast‑paced, target‑driven environment.
• Relevant certifications in customer service or leadership are a plus.

Required skills

• SAP
• Salesforce