Job Description

Senior Analysts (Senior Processing) are responsible for managing the team’s day to day operations. Tasks may include:



• Managing work assignments, workload, equipment, staffing and scheduling, and information between shifts



• Ensuring even distribution of responsibilities



• Providing development opportunities, with the assistance of the team lead



• Ensuring proper execution of processes by team, quality review checks on outgoing work within immediate team to ensure accuracy and consistency



• Identifying and assisting with developing support materials for team use



• Addressing escalations and resolving customer contact requests (calls)



• Interpreting day-to-day business objectives and preparing operation practices.


Qualifications

• Bachelor’s degree holder or undergraduates who have completed at least 2 years of college education • 3-5 years of BPO experience is needed • Experience in telecommunications billing is an advantage • Experience in voice support for BPO • Experience in handling client escalations, troubleshooting problems and resolving customer issues • Experience in client communications (internal and external clients) • Experience in team management. Must have strong interpersonal skills. • Strong comprehension and problem-solving skills are required • Can easily grasp basic technical concepts Background in project coordination, quality calls, complete phone audits

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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