Customer Contact Comms Senior Analyst

Skill required: Customer Operations - Voice - Service Desk Voice Support

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs Customer Operations - Voice - Help desk role - ticket resolution Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for? 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 interaction with clients and/or Accenture management You will be responsible to manage quality, SLA and KPI for the team 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 You will be responsible for operations management actions such as driving engagement, working with support functions, conducting timely one-on-ones, training plan management, managing queue, shift management, leave management for the team, operational reporting, root cause analysis and client relationship management.

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
 Qualification 
Any Graduation