Customer Contact Comms Specialist-Voice
Designation: Customer Contact Comms Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
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What would you do? Manage and improvise NGCO Support Desk teams on profitability and budgets through scope management, monitoring forecast and production hours, managing costing based on contracted terms and ensuring timely client deliverables, with an objective of achieving profitability with optimum utilization of capacity and by increasing revenue and reducing cost, in line with the service level agreement of business deliverables. Achieve high degree of client satisfaction through execution & delivery of business action plans independently Improve the quality of services and increase efficiency, be involved in time / effort estimates Manage NGCO Support Desk teams on cost adherence and variance / deviations and revenue projections. Manage customer expectations - response time and attitude. Anticipate client side bottlenecks in plan execution and propose solutions to clients or production teams in advance through effective communication. Demonstrates capability of managing multiple NGCO Support Desk teams independently. Manage multifunctional teams and build a conducive work atmosphere. Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process. Generate cross selling and up-selling opportunities, and building sales leads through a regular process.
What are we looking for? • Graduate and/or Post – Graduate in any stream from recognized University. • 6+ years in any contact center with at least 2+ years of relevant experience. • Experience in Outsourcing Operations, preferably in Helpdesk Operations. • Understanding and expert knowledge of Business Excellence, its methodology and functionality with a keen interest in and familiarity with technical systems. • Strong deductive reasoning, analytical, and problem solving skills. • Excellent communication skills and ability to effectively communicate with various groups in Client team and within the organization. • Extensive understanding of NGCO Services and processes. • Understanding of entire NGCO products and offering. • Demonstrated ability to effectively supervise team members • Proven expertise in multiple Support Desk and Learning services.
Roles and Responsibilities: •• Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 50+ team members in contact center. • Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as required • Identify system and process improvement opportunities which will directly influence the client experience • Work closely with the support function teams to ensure continuous enhancement in quality of service delivery to the clients via automation and artificial intelligence. • Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project. • Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business. • Interface with client and client account management teams on status updates recommendations and issue resolution. • Serve as a point of contact for escalations on complex problems • Participate in interview process for new team members as applicable • Manage high employee engagement objectives and retention efforts.
Bengaluru
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