Customer Contact Comms Analyst

Accenture PLC; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Accenture PLC is seeking an HR Service Delivery Analyst to support voice-based customer service for our global clients. You will guide processes and people, ensuring accurate helpdesk resolutions and prompt incident handling.

Routing and incident handling will be coupled with coaching on quality and performance. The role requires 3–5 years in HR operations or contact centers, experience with Zendesk/ServiceNow/Salesforce, and strong communication.

Qualifications

• Graduate in any discipline
• 3–5 years of HR operations / contact center experience
• Experience with international BPO and APAC clients preferred
• Proficiency with ticketing tools: Zendesk, ServiceNow, Salesforce
• Knowledge of payroll systems: Workday, SAP, Kronos
• Strong communication skills and customer focus
• Flexible with shift timings
• Ability to work under pressure and be a team player

Responsibilities

• Manage and inspire team results
• Schedule adherence for self and team using call boards and CUIC reports
• Provide coaching on performance and quality to ensure zero escalations
• Perform root cause analysis on service issues and complaints
• Handle customer calls when queues are long and assist with emails
• Identify training needs through monitoring escalations and desk reviews
• Develop job aids with supervisors and provide floor support
• Report results to management and maintain team documents

Skills

Customer focus

Excellent communication

Typing 50 wpm

Team player

Work under pressure

Punctual & disciplined

Positive attitude

Education

Graduation

Tools

Zendesk

ServiceNow

Salesforce

Workday

SAP

Kronos

Microsoft Office

Job description

Skill required:

Customer Operations - Voice - 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?

The HR Service Delivery Analyst will provide the knowledge expertise and guidance to manage processes and people efficiently. The role ensures accuracy in all resolutions provided by the helpdesk and is expected to answer all process related queries raised by Customer Service Associates and end users.

• Customer Operations Voice Help desk role ticket resolution
• 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?

• Relevant years of experience into Human Resources experience in a similar role
• Prior international BPO work experience preferred
• Prior experience working with APAC clients preferred
• Educational Qualification
• Graduate in any discipline
• Shift Timings
• Must be flexible with respect to shift timings.
• Hands on experience with ticket tracking tools such as Zendesk ServiceNow and Salesforce
• Hands on knowledge of Workday
• Working knowledge of payroll systems such as WDP Workday SAP and Kronos
• Comfortable with Microsoft Office tools including Word Excel PowerPoint and Outlook
• Sound knowledge of APAC laws
• Excellent verbal and written communication skills
• Typing speed of 50 words per minute
• Ability to work on a flexible basis as determined by business needs
• Ability to work under pressure
• Team player
• Positive attitude
• Quick learner
• Punctual and disciplined
• Good communication skills
• Customer focused

Roles and Responsibilities:

• Manage and inspire team results
• Manage schedule adherence for self and team using call boards CUIC reports and phone systems
• Partner with supervisors to provide performance and quality related coaching and counseling when appropriate to ensure zero escalations and errors
• Perform root cause analysis on service issues and complaints
• Assist in handling customer calls when calls are in queue
• Identify training needs for teams and individuals through monitoring escalations and desk reviews
• Work with supervisors to develop specific job aids as needs arise
• Provide floor support
• Report results to management
• Maintain business entity related documents for the team
• Manage escalation calls
• Work on calls and emails as needed
• Recognize and reward positive behavior and results
• Motivate and inspire continuous improvement
• Results driven
• High standards of integrity
• Strong attention to detail

Any Graduation

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