Job
Description
Skill required: Marketing Operations - Customer Service Technology Designation: Bus & Technology Delivery Senior Analyst Qualifications: Any Graduation/12th/PUC/HSC Years of Experience: 5 to 8 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 699,000 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? In our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. Join our dynamic Service Supply Chain (SSC) team and be at the forefront of helping world class organizations unlock their full potential. Imagine a career where your innovative work makes a real impact, and every day brings new challenges and opportunities for growth. We re on the lookout for passionate, talented individuals ready to make a difference. If you re eager to shape the future and drive success, this is your chance—join us now and let’s build something extraordinary together! As a Business & Technology Delivery Sr. Analyst (Voice Support), you will help us in managing/ resolving customer queries, handling escalations and complaints of dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. In this role you will have strong skills in Excel and MIS reports, as you will have to prepare management reports and analysis, both recurring and ad-hoc. This includes focusing on tracking business performance through trusted data and insights while actively managing employee behaviors. What are we looking for? • Any Graduation,12th/PUC/HSC • Minimum of 3 years of experience in customer service and/or call center environment • Ability to handle disputes • Hands-on experience with trouble-shooting • Problem-solving skills • Written and verbal communication Roles and Responsibilities: • Manage and operate telephony systems, preferably in a cloud-based environment. • Prepare and handle documentation related to telephony operations and projects. • Oversee team activities, provide guidance, and deliver training to team members. • Monitor and manage dialer operations, inbound and outbound (including preview, predictive, and auto-dial modes) segments. • Identify and resolve issues, perform root cause analysis, and implement effective solutions. • Handle tickets and escalations efficiently to ensure timely resolution. • Collaborate with cross-functional teams to understand and implement the requirements. • Manage new and existing projects, including program design and execution. • Oversee and manage IVR (Interactive Voice Response) and IVA (Intelligent Virtual Assistant) platforms. • Lead and execute change management projects to ensure smooth transitions. • Continuously improve existing processes for enhanced efficiency and performance. • Manage vendor relationships and interactions to ensure service quality. • Apply basic AI concepts to enhance telephony operations and processes. • Work collaboratively as part of a team to achieve organizational goals. • Please note that this role may require you to work in rotational shifts Any Graduation,12th/PUC/HSC
