Skill required:
Voice - Service Desk Voice Support
Designation:
Customer Contact Comms Senior Analyst
Qualifications:
Any Graduation
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?
A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management
- Manage Operations from process & measurement standpoint
- Maintain regular communications with team on departmental and individual level performance expectations
- Work with client/Account Executive/Onshore team to define process and procedures
- Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis
- Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.
- Ensure performance and attendance issues and addressed promptly and consistently.
- Assist with scheduling and forecasting of staff to maintain optimal service provided
- Develop reward and recognition programs for teams
- Manage escalated customer enquiries / complaints
- Strong analytical and data management skills
- Analyse and propose process improvements consistently
- Strong focus on people
- Share best practices across the process & facilitate process improvements/cost reduction initiatives
- Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics
- Drive Business Excellence What are we looking for?
- Strong leadership and management ability
- Determine training needs for the team members
- Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations
- Client Relationship Building
- Drive productivity in the respective process
- Managing day-to-day operations based on SLAs
- Ensures seamless delivery of services and manages all aspects of operational team
- People management
- Drives issues to resolution and good problem-solving skills
- Good interpersonal skills
- Good administration skills
- Comfortable with responding to requests from all levels of the organization
- Team Player
- Positive Mindset
- Planning & Organisation skills
- Motivation Skills
- Call handling skills (handling complex & escalated calls)
- Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation
- 24*7
- Flexible to Travel onshore if required
- Able to work on a flexible basis as determined by the business needs
- Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role ) 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
- Direct reports: Level 11 to Level 13
