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Accenture in India
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Customer Service Senior Analyst

Customer Service Senior Analyst

Accenture in India

5 - 9 years

0 Lacs

karnataka

Posted:3 days ago| Platform: Shine logo

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Skills Required

people management interpersonal skills customer relationship management voice service desk voice support problemsolving skills administration skills call handling skills planning organisation skills motivation skills

Work Mode

On-site

Job Type

Full Time

Job Description

As a Customer Service Senior Analyst at Accenture, you will play a crucial role in managing a team and continuously improving operational practices to enhance client service delivery. With 5 to 8 years of experience, you will be responsible for meeting SLAs, targets, and objectives through effective staff management. Your communication skills and knowledge of Customer Support metrics will be essential in recording, diagnosing, troubleshooting, and resolving incidents and service requests related to voice interactions. We are looking for a candidate who excels in people management, problem-solving, interpersonal communication, administration, and has a positive mindset. Your ability to handle complex and escalated calls, support both on-shore and off-shore teams, and work collaboratively with various stakeholders is crucial. Additionally, your flexibility to work 24*7, travel onshore if required, and adapt to business needs is highly valued. In this role, your operational responsibilities will include managing operations from a process and measurement standpoint, maintaining regular communication with the team, defining processes and procedures with clients, setting performance expectations, conducting team meetings, addressing performance and attendance issues promptly, and developing reward programs. Your strong analytical skills will be vital in proposing process improvements and driving business excellence. On the people management front, you will be leading Level 11 to Level 13 team members, determining training needs, coaching individuals for performance improvement, and building strong client relationships. Your focus on driving productivity, ensuring seamless service delivery, and managing day-to-day operations based on SLAs will contribute to the success of the operational team. With Any Graduation qualification and the required experience, you are encouraged to apply for this challenging yet rewarding position at Accenture. Join our global professional services team and be part of a company that values technology, human ingenuity, and shared success for clients, employees, partners, and communities worldwide.,

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Customer Service Senior Analyst