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Business Advisory Senior Analyst-Messaging

Business Advisory Senior Analyst-Messaging

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Accenture

5 - 8 years

9 - 13 Lacs

hyderabad

Posted:4 days ago| Platform:

Apply

Skills Required

ticketing office tools coordinator customer service sla technician analytical skills tool customer support microsoft office technical support operations upskilling troubleshooting construction coaching data entry

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
What would you do?
The network, whether physical or virtual, relies on a large staff to keep it running 24x7 "” and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operator's construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches The team works on workforce management solution with different stake holders and work on various Tickets/cases which are actioned resolved accordingly in coordination with multiple vendors/teams.
What are we looking for?

Problem-solving skills

Commitment to quality

Ability to handle disputes

Written and verbal communication

Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc

Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks

Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage

Customer Problem solving or troubleshooting experience is an advantage

Must have knowledge of Microsoft Office tools – Word/Excel/Power Point

Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client

New ways of working and a changing environment requires the ability to quickly learn and adapt.

Ability to multitask and adopt to change is must

Experience in the telco or similar technology industry is preferred

Excellent customer service and phone skills

Experience in interacting with other professionals in a working environment.

Experience with working according to plan

Must be flexible

Expert level capability in use of MS software (with focus on analytical skills in PPT, Excel)

?Strong analytical and problem-solving mindset ?Ability to analyze and resolve business and interpersonal problems quickly and independently ?Ability to simplify complex tasks and drive efficiencies
Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

This position will be the primary role to supervise a group of agents who act as a primary interface point between client and Vendors across globe in delivering Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes

Team ManagementSupervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management

Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance

Monitor staff performance and complete performance reviews ? Have experience working as an Agent in same/similar workflows

Q4 management, reducing IQR along with Q1/Q2 upskilling

Stakeholder managementEnsure regular client interactions and meaningful discussions Participate in Weekly / Monthly / Quarterly reviews

SLA / KPI managementEnsure achievement of KPI, SLA targets

Process ManagementWork closely with subject matter experts on escalations as well as manage the queue and productivity of their teams Should have solid understanding of workflow, tools used for providing services Skills & competencies Must have

Coach team members as a process SME

Identify team goals and evaluate team progress

Escalation management

Organize team initiatives

Verbal and nonverbal communication skills

Organizational skills

Ability to delegate and meet the delivery timeline

Integrity

Nullifying glitches with work ethics within the team

Efficient Problem-Solving Skills
Qualification Any Graduation

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Business Advisory Senior Analyst-Messaging