Workplace Service Delivery Analyst
Job Description Template
Job Title - Workplace Service Dev Associate Manager (French Language)
Management Level : CL 11
Location: Bangalore – BDC14
Must have skills:
- Excellent communication skills and ability to lead conversations with stakeholders.
- Experience working in workplace related tools or process is an added advantage.
- Reports/Dashboards and Analytics
- Process Improvement/Innovation
- Stakeholder Management
- FRENCH LANGUAGE – READING, SPEAKING & WRITING SKILLS REQUIRED. B2 or C1 LEVELS
Good to have skills: Knowledge of space utilization and facilities management, Experience working in workplace related tools or process is an added advantage.
Job Summary:
The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams. To work in a high performing centralized environment aiding virtual customers. Include responsibility for optimizing space and planning space to meet business objectives, managing day-to-day organizational space assignments, Advising internal customers on utilization improvements and planning options. Assigning and managing task assignments.
Deliver Workplace services within agreed time, quality, and cost.
Roles & Responsibilities:
- Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
- Experience working in workplace related tools or process is an added advantage.
- Demonstrated, well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user
- Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
- Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.
- Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
- Resolve discrepancies and/or disputes according to established processes and policies.
- Track, monitor and complete transactions from request to payment.
- Raise or escalate transactions that are inaccurate and/or aging.
- Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
- Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
- Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.
- Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
- Learns new applications, technologies, and skills through intensive hands-on experience.
- Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
- Support reservations, collaboration space scheduling and space management system, maintains space information, and provides ongoing support to users of the scheduling and space management system through training, maintenance, and troubleshooting.
- Responsible to check the space reservation system , all details in systems are accurate and actioned
- Co-ordinate/negotiate with various stakeholders for timely delivery of inputs for seat planning.
- Ensure optimum utilization of seats against a defined set of principles and metrics.
- Track and enable changes to space inventory.
Professional & Technical Skills: - Knowledge of supervisory practices and principles.
- Possess excellent communication skills, both written and verbal
- Convincing/negotiation skills
- Maintain a focus on Customer service.
- MS Excel skills
Additional Information:
- Must be flexible to support US and Europe working hours.
- Ability to work effectively in a virtual and global environment
- This position is based at our Bengaluru office and requires to work from office
About Our Company | Accenture (do not remove the hyperlink)
Experience: 1-4 years of experience.
Educational Qualification: Graduate and equivalent
Bengaluru
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