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Customer Contact Comms Senior Analyst
Mumbai
Job No. aioc-s01563701
Full-time
Job Description
Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
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 699,000 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 HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user. Operational Responsibilities • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/Account Executive/Onshore team to define process and procedures • Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis • Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. • Ensure performance and attendance issues and addressed promptly and consistently. • Assist with scheduling and forecasting of staff to maintain optimal service provided • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyse 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 Business Excellence The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? •Customer Service •Customer Service Management •Adaptable and flexible •Problem-solving skills •Agility for quick learning •Written and verbal communication
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
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
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 699,000 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 HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user. Operational Responsibilities • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/Account Executive/Onshore team to define process and procedures • Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis • Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. • Ensure performance and attendance issues and addressed promptly and consistently. • Assist with scheduling and forecasting of staff to maintain optimal service provided • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyse 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 Business Excellence The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? •Customer Service •Customer Service Management •Adaptable and flexible •Problem-solving skills •Agility for quick learning •Written and verbal communication
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
Qualifications
Any Graduation
Please be informed that at any given point in time, you can only have one "Active" application.
Please be informed that at any given point in time, you can only have one "Active" application.