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Customer Contact Comms Senior Analyst-Voice

Customer Contact Comms Senior Analyst-Voice

Accenture

5 - 8 years

7 - 10 Lacs

bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

account executive bpo chat process data management team management forecasting administration staff management people management sla customer support operations business excellence leadership call handling client relationship

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill required: Omnichannel - Customer Communications
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
What would you do

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. Team lead 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. Team lead will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management
What are we looking for

Have supervisory knowledge or significant specialist skills have client stakeholder experience and are responsible for managing the team s workload distribution, ensuring that all metrics are met, and issues are escalated.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""

Prior international BPO work experience in team management role is mandatory (minimum with 2-3 years of Team lead experience )""

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 with 2-3 years of Team lead experience )"
Roles and Responsibilities: "Operational Responsibilities

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""

Direct reports:Level 11 to Level 13

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"
QualificationAny Graduation

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Customer Contact Comms Senior Analyst-Voice