Customer Contact Comms Analyst

Accenture; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture Bengaluru is seeking a Customer Contact Comms Analyst to manage service desk operations, ensuring voice support and adherence to schedules. You will work with supervisors to coach for quality and resolve issues efficiently, while maintaining incident control and floor support.

The role requires 3–5 years of HR experience, a graduation, and familiarity with ERP systems like SAP, Workday or PeopleSoft.

Qualifications

• 3–5 years of HR experience in international or Indian contexts.
• Payroll or HR domain knowledge and certifications are a plus.
• Familiarity with ERP systems like SAP, Workday or PeopleSoft is beneficial.

Responsibilities

• Manage schedule adherence for self and team (call boards, AWS reports and phone).
• Partner with the Supervisor to provide performance quality counseling and coaching to ensure zero escalations errors.
• Perform Root Cause Analysis on service issues and complaints.
• Assist in handling customer calls when calls are in queue and manage escalation calls.
• Identify training needs for team and individuals through monitoring.
• Report results to management and maintain Business Excellence documents for the team.

Skills

Service Desk Voice Support

Education

Any Graduation

Tools

SAP

Workday

PeopleSoft

Job description

Skill required:

Omnichannel - 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 784,000 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?

• Manage schedule adherence for self and team (call boards, AWS reports and phone).
• Partner with the Supervisor to provide performance quality counseling and coaching to ensure zero escalations errors.
• Perform Root Cause Analysis on service issues complaints.
• Assist in handling customer calls when calls are in queue and manage escalation calls.
• Identify training needs for team and individuals through monitoring
• Work with Supervisors to develop specific job aids as needs arise and provide floor support.
• Report results to management and maintain Business Excellence documents for the team.
• Work on callsemails as and when needed; recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?

• Primary skill - Service Desk Voice Support - P4
• 3to5years of in-depth HR experience for any country (US, UK, Europe, India, etc.); Workforce administration and Workday experience are a plus; Payroll or HR domain certification is a plus.
• Payroll legislative understanding e.g., US W4 W2 forms, UK P60 P45P11D, Final Paycheck Law (USA), State reciprocal agreements (USA).
• Knowledge of ERP applications like SAP, Workday, and PeopleSoft is an added advantage.

Roles and Responsibilities:

• Responsible for managing end-to-end payroll and talent-management processes for the client as an SME, ensuring processes are executed accurately and on time.
• Understand and perform the full range of processes payroll inputs, controls checks, reports, inquiries and year-end adhoc activities
• Good understanding of Payroll Controls Checks to ensure 100accuracyreconciliation of last vs. current month results and variances, ZeroNegative Net Pay reports, duplicate payment reports, input vs. output checks.
• Interact with client resources via email, phone and instant messaging and own the interaction until all relevant actions are completed.
• Master the given process and help team members overcome process-related queries.Controls, Documentation & Improvement
• Ensure LWIs are followed and updated regularly; train team members on process updates.
• Ensure process controls are in place; maintain, validate and update process documentation for compliance.
• Perform Root Cause Analysis on issues and suggest corrective action for current remediation and future control.
• Propose process-improvement ideas that reduce time, improve accuracy or enhance controls.
• Support the Team LeadManager with daily stats, reporting and MOS; plan proper allocation of work.
• Participate in Knowledge Transfer and provide training as an SME to new resources or during process changes.
• Be available on the floor through the day to resolve process-related issues; strong MS OfficeExcel skills with high data accuracy.
• Analysis and solving of lower-complexity problems.
• Day-to-day interaction is with peers within Accenture before updating supervisors, with limited exposure to clients andor Accenture management.
• Receives moderate instruction on daily work and detailed instructions on new assignments.
• Decisions impact own work and may impact the work of others.
• Operates as an individual contributor within a team, with a focused scope of work. Any Graduation

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