Customer Contact Comms Analyst

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

Job summary

Accenture in India seeks an HR Service Delivery Analyst specializing in Workday Payroll and Talent Management. The role requires handling email and chat queries, guiding processes, and ensuring service delivery accuracy. The candidate should manage shifts and contribute to helpdesk operations with strong communication skills.

Employees collaborate across a fast-paced environment, focusing on payroll knowledge, ticketing workflows, and continuous improvement in customer service delivery.

Qualifications

• 3–5 years of HR Payroll experience; Workday experience preferred.
• Knowledge of Payroll, Workforce Administration, and Talent Management.
• Familiarity with SAP, Workday, PeopleSoft, Oracle, or SuccessFactors.

Responsibilities

• HR Service Delivery Analyst acts as SME for Workday Payroll and Talent Management, providing process guidance, resolving queries, ensuring accuracy, and supporting helpdesk operations.
• Handle customer calls, emails and provide floor support.
• Prepare reports, maintain process documentation, and support continuous improvement.

Skills

Customer Service Technology

Email & Chat Support

MS Excel

Education

Graduation

Tools

Workday

SAP

PeopleSoft

Oracle

SuccessFactors

SNOW

Siebel

WQM

ASKHR

Taleo

Job description

Skill required: Omnichannel - Customer Service Technology
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?

• HR Service Delivery Analyst acts as SME for Workday Payroll and Talent Management, providing process guidance, resolving queries, ensuring accuracy, and supporting helpdesk operations
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Ensure schedule adherence and support team performance.
• Conduct RCA for service issues and escalations.
• Handle customer calls emails and provide floor support.
• Identify training needs and assist in coaching team members.
• Prepare reports, maintain process documentation, and support continuous improvement.
• Drive quality, productivity, and customer satisfactio What are we looking for?
• Primary skill - Customer Service Technology - P4
• 3-5 years of HR Payroll experience; Workday experience preferred.
• Knowledge of Payroll, Workforce Administration, and Talent Management.
• Familiarity with SAP, Workday, PeopleSoft, Oracle, or SuccessFactors.
• Experience with ticketing tools (SNOW, Siebel, WQM, ASKHR).
• Knowledge of ATS tools (Taleo, Workday, ATAS, Red Carpet).
• Strong MS Office skills, especially Excel.
• Understanding of US UK payroll and labor regulations.
• Excellent written and verbal communication skills. Roles and Responsibilities:
• Strong customer service and problem-solving skills.
• Ability to work in a fast-paced, confidential environment.
• Strong organizational, analytical, and decision-making abilities.
• Team player with multicultural awareness.
• Flexible to work rotationalnight shifts and weekends.Strong customer service and problem-solving skills.
• Ability to work in a fast-paced, confidential environment.
• Strong organizational, analytical, and decision-making abilities.
• Team player with multicultural awareness.Resolve low-complexity issues independently.
• Work closely with peers and supervisors.
• Follow established processes and guidelines.
• Contribute as an individual contributor within a team.
• Role requires rotational shifts.