Job
Description
About The Role
Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Operations Team Lead
Qualifications:Any Graduation
Years of Experience:7 to 11 years
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 784,000 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? You 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. You will also be responsible for closing the fault and complaints within SLA s.We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
What are we looking for? Responsibilities/Authorities ?¢Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team ?¢Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately ?¢May perform data entry or other client related tasks in various systems, as required ?¢Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities ?¢May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours ?¢Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner ?¢May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality?¢Assist with providing operational statistics and escalate operational issues to supervisor ?¢Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content ?¢May create annual team objectives with manager approval. Monitor and coach team to meet objectives ?¢May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues ?¢May participate, either voluntarily or through supervisor??s request, on task forces, process teams, committees and special projects ?¢Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects ?¢Manage numerous, complex projects requiring high level capabilities with minimal supervision?¢Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution?¢Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Roles and Responsibilities: ?¢In this role you are required to do analysis and solving of moderately complex problems?¢ May create new solutions, leveraging and, where needed, adapting existing methods and procedures?¢ The person would require understanding of the strategic direction set by senior management as it relates to team goals?¢ Primary upward interaction is with direct supervisor?¢ May interact with peers and/or management levels at a client and/or within Accenture?¢ Guidance would be provided when determining methods and procedures on new assignments?¢ Decisions made by you will often impact the team in which they reside?¢ Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture?¢ Please note that this role may require you to work in rotational shifts
Qualification Any Graduation
