Customer Contact Comms Analyst
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 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 HR Service Delivery Analyst will provide the knowledge expertise and guidance to manage processes and people efficiently. The role ensures accuracy in all resolutions provided by the helpdesk and is expected to answer all process related queries raised by Customer Service Associates and end users. • Customer Operations Voice Help desk role ticket resolution • Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. • Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? • Relevant years of experience into Human Resources experience in a similar role • Prior international BPO work experience preferred • Prior experience working with APAC clients preferred • Educational Qualification • Graduate in any discipline • Shift Timings • Must be flexible with respect to shift timings. • Hands on experience with ticket tracking tools such as Zendesk ServiceNow and Salesforce • Hands on knowledge of Workday • Working knowledge of payroll systems such as WDP Workday SAP and Kronos • Comfortable with Microsoft Office tools including Word Excel PowerPoint and Outlook • Sound knowledge of APAC laws • Excellent verbal and written communication skills • Typing speed of 50 words per minute • Ability to work on a flexible basis as determined by business needs • Ability to work under pressure • Team player • Positive attitude • Quick learner • Punctual and disciplined • Good communication skills • Customer focused
Roles and Responsibilities: • Manage and inspire team results • Manage schedule adherence for self and team using call boards CUIC reports and phone systems • Partner with supervisors to provide performance and quality related coaching and counseling when appropriate to ensure zero escalations and errors • Perform root cause analysis on service issues and complaints • Assist in handling customer calls when calls are in queue • Identify training needs for teams and individuals through monitoring escalations and desk reviews • Work with supervisors to develop specific job aids as needs arise • Provide floor support • Report results to management • Maintain business entity related documents for the team • Manage escalation calls • Work on calls and emails as needed • Recognize and reward positive behavior and results • Motivate and inspire continuous improvement • Results driven • High standards of integrity • Strong attention to detail
Mumbai
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