Customer Contact Comms Analyst

Accenture PLC; Bengaluru; On-site; INR 600,000 - 700,000; Full time

Job summary

Accenture PLC is seeking a Customer Contact Comms Analyst for its Bengaluru delivery center. The role involves managing customer queries, escalations, and complaints with a focus on timely SLA-compliant resolutions.

You will handle email and chat processes, and work on platform-based contact centers to support client payroll and HR operations. The candidate should have 3–5 years of HR experience, familiarity with ERP systems like SAP, Workday, and PeopleSoft, and strong proficiency in Microsoft

Qualifications

• 3–5 years of HR experience across countries (US/UK/Europe/India)
• Payroll knowledge with related forms and compliance
• ERP familiarity with SAP, Workday, and PeopleSoft is advantageous

Responsibilities

• Manage schedules for self and team (call boards, reports)
• Provide coaching to prevent escalations and errors
• Perform root cause analysis on service issues
• Handle calls and emails during queue times and escalation cases
• Identify training needs and develop job aids with supervisors
• Maintain management reporting and business excellence documents
• Collaborate with client resources to complete interactions and ensure accuracy

Skills

Customer service

HR knowledge

Email/chat operations

Typing speed

Education

Any Graduation

Tools

SAP

Workday

PeopleSoft

Oracle

Kronos

SNOW

SIEBEL

WQM

ARCHR

Taleo

Cisco telephony

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?

• 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.
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Platform and software contact centers use to provide customer support.
• The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for?

• Primary skill - Customer Service Technology - P4
• Minimum 3 to 5 years 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 P45 P11D, Final Paycheck Law (USA), State reciprocal agreements (USA).
• Knowledge of ERP applications like SAP, Workday, and PeopleSoft is an added advantage.

Roles and 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 complaints.
• Assist in handling customer calls when calls in queue and manage escalation calls.
• Identify training needs for team and individuals through monitoring, escalations and desk reviews.
• 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 calls emails as and when needed; recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.
• 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 100 accuracy reconciliation of last vs. current month results and variances, Zero Negative 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.Hands-on experience with ticket-tracking tools like SNOW, SIEBEL, WQM, ASKHR.
• Hands-on knowledge of CISCO telephony management.
• Hands-on knowledge of ERP such as SAP, Oracle, PeopleSoft or SuccessFactors, and working knowledge of payroll systems (e.g., Oracle, Kronos).
• Knowledge of Applicant Tracking Systems like ATAS Red Carpet Taleo Workday.
• Comfortable with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Sound knowledge Any Graduation

Equal Employment Opportunity Statement

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