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Customer Service Senior Analyst

Customer Service Senior Analyst

Accenture

5 - 8 years

3 - 7 Lacs

bengaluru

Posted:5 days ago| Platform:

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Skills Required

customer service bpo data management team management forecasting administration people management team handling hr cloud operations leadership call handling client relationship account executive language translation

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Language Translation - Customer Service

Designation: Customer Service Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
Language - Ability:German - Expert
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? 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 ExcellencePeople Management Responsibilities

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 expectationsClient Customer Responsibilities

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

What are we looking for? Core Competencies

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 SkillsEducational Profile

Any graduate/post graduate from Govt. recognized universitiesExperience Profile

Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role)

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

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

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 Service Senior Analyst