Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Customer Contact Comms 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? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs This Role involves deeper understanding of the Service Centre / Query Management & Leveraging expertise to solve specific problems pertaining to Comp & Benefits . Train & develop Team s Functional knowledge Administer Satisfaction surveys & General Support to Client employees and communication. Process Support : • 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. Customer Operations - Voice - Help desk role - ticket resolution 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 followed; 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. The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. • 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.
What are we looking for? •Adaptable and flexible •Ability to perform under pressure •Problem-solving skills •Detail orientation •Ability to establish strong client relationship •"• Knowledge of Service Centre / Query Management processes • Strong MS Office and Excel skills • Strong command on written and verbal English language • Proficient with Business Excellence Practice" Bachelor’s degree (Any discipline) •Essentials : • 4-6 Years overall experience • 3+ Years Service Centre / Query Management process experience with similar background Desirable : • HR Domain certification Certification would be a plus • Successfactors Experience is a plus • Exposure to BPO industry
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 •eam Support : • Plan proper allocation of work. • Support Team lead / Manager with Daily stats / reporting and MOS. Update process metrics on daily basis and maintain MIS. • To be available on the floor through the day to resolve process related issues. • Participate in Team building activities & Organizational initiatives. • Complete training need analysis for the team on timely manner through quality reports and knowledge tests • Follow the Quality Check and Audit mechanism within process to ensure delivery on SLA’s. • Ensure and maintain the security and confidentiality of client data. • Assist in training/educating team assigned team members on learning and acquireing skills in process. •• Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels • Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting. • Resilience and ability to work under pressure • Good organizational, prioritization and multi-tasking skills to deliver to deadlines • Analytical and problem-solving skills. • Demonstrate high levels of confidentiality • Attention to detail & quality driven – in communications and all system transactions • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate • Basic Leadership and coaching skills • Team Work & Collaboration • Self driven • Flexibility to work in Shifts. • Results / target oriented • Multi-cultural awareness • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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