Skill required: Customer Operations - Non Voice - Workforce Management (WFM)
Designation: Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
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 699,000 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? Job Description The Performance & Career Mgmt. Analyst will interact with client resources via email, phone call, instant messaging, etc. and will be responsible for that interaction till all relevant actions are completed on it. Key Responsibilities • Read, understand and analyze client process as per the business rules as a subject matter expert. • Execute the process accurately and timely as a hands-on processor. • Master the given process and help the team members to overcome process related queries • Escalate issues and seek advice when faced with complex issues/problems. • Pay close attention to quality of written and verbal English skills within Team. • Creates a logical plan, realistic estimates and schedule for an activity or project segment. • Ensure LWI’s are followed and updated regularly and train the team members on process updates. • Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements. • Perform “Root Cause Analysis” on issues faces and suggest appropriate corrective action for current remediation and future control. • Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls • Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME. • Participates in various internal or client initiatives related to Process. • Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. • Plan proper allocation of work. • Support Team lead / Manager with Daily stats / reporting and MOS. • Enrich team members with a clear sense of direction and understanding of each other’s responsibilities. • To be available on the floor through the day to resolve process related issues. • Participate in Team building activities. • Complete training need analysis for the team on timely manner through quality reports and knowledge tests • Create effective QC and Audit mechanism within process to ensure delivery on SLA’s. • Assist in training/educating HRO personnel on learning and acquired skills in process. • Assist client with Admin activities (especially Document Mgmt) related to onboarding / People movements and benefits administration.
What are we looking for? Qualifications • HR Experience • People Movement Experience • Problem Solving • Workday Experience a plus • MS Office Experience • Strong MS Office and Excel skills with focus on data analytics • Results & detail-oriented Strong communication/organizational skills Experience • At least 4 years of HR Experience • Workforce administration experience is a plus • Workday Experience is a plus • HR Domain certification would be a plus • Strong MS Office and Excel skills Knowledge/Skills Requirements: • Good organizational & prioritisation skills. • Analytical and problem solving skills. • Multi-cultural awareness. • Passion for customer service. • Team player. • Attention to detail. • Focus on high data accuracy. • Quality driven – in communications and all system transactions. • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate • Good written and verbal skills Core Competencies – • Professional Qualities • Good oral and written communication skills • Ability to identify and effectively use resources • Excellent customer service skills
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts

Any Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

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