HR Service Delivery Senior Analyst

 About The Role  

Skill required: Employee Services - Contact Centre - Contact Center Quality Monitoring

Designation: HR Service Delivery Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? CF OperationsEmployee Services - Contact Centre provides support and assistance to employees through a dedicated helpdesk or call center. This includes answering questions about HR policies, resolving issues related to payroll and benefits, and providing information on company procedures. The goal is to offer quick and efficient support to employees. It helps ensure that employees have access to the information and help they need. Effective contact center services contribute to a positive employee experience.Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities.Design and implement quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty and agent retention.

What are we looking for? ?¢Workday?¢Workday Performance Management?¢Workday Recruiting?¢Ability to establish strong client relationship?¢Ability to handle disputes?¢Ability to perform under pressure?¢Written and verbal communication

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
 Qualification Any Graduation