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Customer Contact Comms Analyst

Customer Contact Comms Analyst

Accenture

3 - 5 years

3 - 7 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

payroll bpo office tools erp sap oracle counseling tracking systems customer service hr applicant tracking systems call center helpdesk research microsoft office operations service delivery coaching cisco communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
What would you do?
Overall Purpose of JobThe HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user. Job Responsibilities / Authorities

Manage and Inspire Team Results

Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone)

Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors

Perform RCA on service issues / complaints

Assist in handling customer calls when calls are in queue.

Identify training needs for team and individuals through monitoring, escalations and desk reviews.

Work with Supervisors to develop specific job aides as needs arise.

Provide floor Support

Report results to management

Maintain BE related documents for the team

Manage escalation calls

Will need to be working on calls/emails as and when needed

Recognize and reward positive behavior, results, etc.

Motivate and inspire continuous improvementsUnique Knowledge & Skill Requirement

Hands-on experience with Ticket tracking tools like SNOW, SIEBEL, WQM, ASKHR

Hands on knowledge in CISCO telephony management

Hands on knowledge on ERP like SAP, Oracle, Peoplesoft or Success factors

Working knowledge of payroll systems (e.g. Oracle, Kronos)

Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook)

Sound knowledge of US & UK Labor legislation Laws

Knowledge of Applicant Tracking Systems like ATAS/Red Carpet/Taleo/Workday

Excellent verbal and written communication skills

Typing speed – 50 words per minute
What are we looking for?
NAEducational Profile

Any graduate from Govt. recognized universitiesExperience Profile

HR domain experience is essential, with strong knowledge of HR processes, policies, and core functions

Prior international BPO work experience preferredPersonal Attributes

Strong Customer Service and communication skills (both written & verbal).

Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus

Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users.

Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity.

Flexible to work night/rotational shifts and weekends.

Ability to speak English fluently.Working Hours24 x 7
Roles and Responsibilities:

In this role you are required to do analysis and solving of lower-complexity problems

Your day to day interaction is with peers within Accenture before updating supervisors

In this role you may have limited exposure with clients and/or Accenture management

You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments

The decisions you make impact your own work and may impact the work of others

You will be an individual contributor as a part of a team, with a focused scope of work

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

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Customer Contact Comms Analyst