Delivery Operations Senior Analyst Messaging

Skill required:

Designation:

Qualifications:

Years of Experience:

About Accenture

What would you do?

• Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
• Market /vertical knowledge of Retail and Sales
• Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell
• Analytical skills required with an eye for detail
• Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
• Team Building - Ability to coach, connect and motivate team members Role and Responsibility
• Manage project & client SLAs/KPIs
• Manage a team of 15 FTE and set of Team Leaders
• Drive employee morale, performance and productivity
• Manage shrinkages and attrition as per the capacity plan
• Weekly coaching and feedbacks and 1-1 to improve agent performance
• Mentor and groom direct reportees on goal setting, RCA and coaching methodology
• Team Lead will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA 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 non-voice interactions like email, web and chat. What are we looking for? NA NA 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