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Customer Contact Comms Senior Analyst

Customer Contact Comms Senior Analyst

Accenture

5 - 8 years

4 - 8 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

operations management root cause analysis help desk operations client relationship management relationship management voice support cloud leave management sla client relationship training

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 Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
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? 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

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Customer Contact Comms Senior Analyst