Customer Service Senior Analyst - Voice

As a Customer Service Senior Analyst - Voice at Accenture, you will be responsible for managing a team and continuously enhancing operating practices to deliver value-added opportunities for optimizing client service provision. Your role will involve working as part of the management team to meet SLAs, targets, and objectives through effective staff management. You should have good communication skills and a solid understanding of Customer Support metrics. Your responsibilities will include recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests within the defined scope of support, as well as managing unplanned interruptions to restore normal service operations for voice interactions as quickly as possible. Key Responsibilities: - People management - Driving issues to resolution with good problem-solving skills - Demonstrating good interpersonal and administration skills - Responding to requests from all levels of the organization - Being a team player with a positive mindset - Possessing planning & organization skills - Motivating the team with excellent call handling skills, including complex & escalated calls - Supporting Client organization, both on-shore and off-shore teams, Customer Relationship team, and retained client organization 24*7 - Being flexible to travel onshore if required and working on a flexible basis as determined by business needs Operational Responsibilities: - Managing operations from a process & measurement standpoint - Maintaining regular communications with the team on performance expectations - Defining processes and procedures with client/Account Executive/Onshore team - Setting and assessing representatives" performance expectations and creating individual action plans - Conducting briefings, team meetings, and addressing performance and attendance issues promptly - Assisting with scheduling and forecasting staff to maintain optimal service levels - Developing reward and recognition programs for teams and managing escalated customer inquiries/complaints - Analyzing data and proposing process improvements with a strong focus on people People Management Responsibilities: - Leading and managing Level 11 to Level 13 direct reports - Determining training needs for team members - Coaching individuals on performance improvement while providing positive feedback - Building client relationships and driving productivity in the respective process - Managing day-to-day operations based on SLAs and ensuring seamless service delivery Qualifications: - Any Graduation About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With over 699,000 employees delivering technology and human ingenuity to clients in more than 120 countries, Accenture focuses on creating value and shared success for clients, people, shareholders, partners, and communities. For more information, visit www.accenture.com.,