Business Advisory Senior Analyst

Accenture; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture Hyderabad is seeking a Business Advisory Senior Analyst to support next generation customer operations through IT troubleshooting. You will manage customer queries, handle escalations and complaints, and drive resolutions within SLAs, transforming problem solving into a value-added service.

The role requires 5–8 years of experience with a strong focus on operational excellence, customer satisfaction, and supervision of team leads in a fast-paced environment.

Qualifications

• Graduation is required.
• 5–8 years of experience in IT/troubleshooting.
• Experience in customer support or service delivery.

Responsibilities

• Communicate effectively with the team to deliver messages and vision from management.
• Ensure client satisfaction against SLA and drive key performance indicators.
• Provide guidance, escalation handling, and agent support.
• Perform root-cause analysis on team performance.
• Lead daily huddles to drive results and monitor progress.

Skills

IT Troubleshooting

Education

Any Graduation

Job description

Skill required

Next Generation Customer Operations - IT Troubleshooting

Designation

Business Advisory Senior Analyst

Qualifications

Any Graduation

Years of Experience

5 to 8 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

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.a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the marketA form of technology problem solving, often applied to repair failed products or processes on a machine or a system.

What are we looking for

Primary skill - IT Troubleshooting - P1 The Team Supervisor acts as a mentor to Team Leads provide coaching and guidance to them for their day to day responsibilities ensuring high customer satisfaction from a career perspective

Roles and Responsibilities

• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators
• Provide guidance escalation handling agent support and performance management
• Ability to deep dive on targets gaps and perform root cause analysis on teams performance
• Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves
• Handle escalations provide coaching and address real time questions to ensure customer service is top priority
• Drive overall performance of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily

Qualification

Any Graduation