Customer Service Senior Analyst-Voice

Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:English(International) - Proficient
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • The Team Lead will be responsible for the management of a team of agents, for single or multiple clients that continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Delivers customer satisfaction which exceeds expectations and achieves target of contribution and profit margins. • The Team Lead will work as part of the management team striving to meet all Service levels, targets and objectives through effective staff management • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/BAE/Onshore team to define process and procedures • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyze and propose process improvements consistently • Strong focus on people • Share best practices across the process & facilitate process improvements/cost reduction initiatives • Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics • Drive Operational excellence • Provide high quality helpdesk services to the Client, ensuring that contractual Accenture Service Levels and service obligations are met for the work within scope of the role • Identify opportunities to improve quality of operations • Enhance knowledge of client’s products and services within contact center • Optimum Resource utilization & workforce planning
What are we looking for? •5-6 years outsourcing operations experience ,including 1+ year(s) experience in Team Handling role •Call handling skills (handling complex & escalated calls) Coaching skills Supports Client organization, both on-shore and off-shore Teams, Customer Relationship team and retained client organization 24*7 Flexible to Travel onshore if required Able to work on a flexible basis as determined by the business needs • People management • Drives issues to resolution and good problem-solving skills • Good interpersonal skills • Good administration skills • Comfortable with responding to requests from all levels of the organization • Team Player • Positive Mindset • Planning & Organization skills • Motivation Skills
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts