Customer Service Senior Analyst - Voice

As a Customer Service Senior Analyst - Voice at Accenture, your role will involve managing a team and continuously enhancing operating practices to deliver value-added opportunities for optimizing client service provision. You will work as part of the management team to meet SLAs, targets, and objectives through effective staff management. Key Responsibilities: - Recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests within the defined scope of support. - Managing unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. - Managing operations from a process and measurement standpoint. - Maintaining regular communications with the team on departmental and individual performance expectations. Qualifications Required: - Any Graduation - 5 to 8 years of experience About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people serve clients in more than 120 countries, embracing the power of change to create value and shared success for clients, people, shareholders, partners, and communities. In your role, you will need to possess the following qualifications: - People management skills - Good problem-solving abilities - Strong interpersonal skills - Effective administration skills - Comfortable with responding to requests from all levels of the organization - Positive mindset and motivation skills - Call handling skills for complex and escalated calls - Flexibility to travel onshore if required and work on a flexible basis as determined by business needs As a Senior Analyst at Accenture, you will play a crucial role in managing operations, maintaining communication with the team, defining processes and procedures, setting performance expectations, conducting team meetings, addressing performance and attendance issues, managing escalated customer inquiries and complaints, analyzing and proposing process improvements, and building strong client relationships to drive productivity and ensure seamless service delivery.,