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Customer Service Senior Analyst

Customer Service Senior Analyst

Accenture in India

5 - 8 years

0 Lacs

Bengaluru Karnataka India

Posted:2 weeks ago| Platform:

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Skills Required

service support strategy consulting technology network power management communication metrics recording troubleshooting restore planning measurement scheduling forecasting recognition data drive reports leadership training

Work Mode

On-site

Job Type

Full Time

Job Description

Skill required: Voice - Service Desk Voice Support Designation: Customer Service 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 Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support 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? 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 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 People 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 expectations Client 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 Any Graduation Show more Show less

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Accenture in India

www.accenture.com

Business Consulting and Services

Dublin 2 San Francisco

10001 Employees

5221 Jobs

Key People

Bhupender Singh

Managing Director
Manish Sharma

Country Managing Director
Rashmi Bansal

Senior Executive Partner

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Customer Service Senior Analyst