Business Advisory Senior Analyst

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Business Advisory Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

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 SLAs. The network, whether physical or virtual, relies on a large staff to keep it running 24x7, and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured.

What are we looking for?

1. Ability to establish strong client relationships
2. Strong analytical skills
3. Written and verbal communication
4. Results orientation
5. Excellent English speaking and writing skills
6. Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer
7. Must have worked in a ticketing system/tool – assign/process tickets, update tickets, escalate/follow-up, closure, feedback
8. Excellent documentation and data entry skills
9. Previous experience in updating tools and databases is an advantage

Roles and Responsibilities:

1. In this role you are required to do analysis and solving of increasingly complex problems
2. Your day-to-day interactions are with peers within Accenture
3. You are likely to have some interaction with clients and/or Accenture management
4. You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
5. Decisions that are made by you impact your own work and may impact the work of others
6. In this role you would be an individual contributor and/or oversee a small work effort and/or team
7. Please note that this role may require you to work in rotational shifts
8. Conduct daily and weekly meetings to share business updates, conduct RCA to identify drivers impacting performance, and work closely with QAs and Trainers to improve team performance
9. Monitor staff performance and complete performance reviews
10. Have experience working as an Agent in same/similar workflows
11. Stakeholder management: Ensure regular client interactions and meaningful discussions
12. Participate in Weekly / Monthly / Quarterly reviews
13. SLA / KPI management: Ensure achievement of KPI, SLA targets
14. Process Management: Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams
15. Should have solid understanding of workflow and tools used for providing services

Qualifications: Any Graduation