Job Description

Job Summary: 

  • Workplace GES is service delivery function within Accenture which provides support onshore team to care and services to improve the way people work. The Sr Analyst is responsible for leading Analytic team to provide Workplace related report and data insight, Creating and maintaining strong relationships with customers, and GES Global teams.

Key Responsibilities

  • Ensures timely and accurate submission of Workplace related reports and dashboard, such as but not limited to Service Performance Review, Monthly Scorecard etc.
  • Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-ins and by ensuring process changes are implemented as planned.
  • Manage escalations, conduct root cause analysis and take corrective actions and preventive actions.
  • Conduct training for new joiners, agent development, process improvements and new scope.
  • Effectively respond to customer queries, process requests, de-escalate issue in English.
  • Carry out any other duties within the defined scope that may be assigned from time to time.

Relationships

Reports to:  Workplace GES China lead

#LI-RC1



Qualifications

Qualifications and Skillsets

  • 5+ years’ working experience in data analytics or Customer services related areas
  • Undergraduate degree or above
  • Analytical, problem solving, multi-tasking skills, under pressure
  • Excellent technical skills with MS Excel and analytic tools
  • Be proactive, agile, passionate, accountable
  • Organizational skills; Interpersonal skills; Communication skills
  • Good escalation management

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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