Service Delivery Ops Senior Analyst
Designation: Service Delivery Ops Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:Spanish - Proficient
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What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. •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 • 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
What are we looking for? • 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 • 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 • 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 • Excellent spoken & written Spanish skills • Knowledge of personal computers and Windows, Word, Excel, PPT and E-mail software
Roles and Responsibilities: •• Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs 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 • Direct reports: Level 13 to 11 • Strong leadership and management ability • Determine training needs for the team members • Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations • Client Relationship Building • Drive productivity in the respective process • Managing day-to-day operations based on SLAs • Ensures seamless delivery of services and manages all aspects of operational team
Gurgaon
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