Customer Contact Comms Senior Analyst

Accenture in India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture in India is seeking a Customer Contact Comms Senior Analyst in Bengaluru. You will support omnichannel service desk voice operations, manage escalations and ensure SLAs are met while leading a delivery team.

Ideal candidates have 5–8 years of HR/payroll/employee services experience, with hands-on Workday Payroll and Talent Management exposure. Graduation is required, and prior client-facing experience is essential.

Qualifications

• Any graduation from a government recognized university.
• 5–7 years HR/payroll/employee services experience.
• Experience with US/UK/Europe/India client interactions.
• Experience in client and stakeholder management.

Responsibilities

• Manage and resolve customer queries, handle escalations and complaints within defined SLAs.
• Close faults and complaints effectively ensuring customer satisfaction.
• Lead and manage the service delivery team, improve practices and client value.
• Serve as SME for Workday Payroll and Workday Talent Management, guiding complex voice interactions.
• Handle complex voice calls and HR domain processes (Workday Payroll & Talent Management).
• Collaborate with clients and onshore teams on processes, escalations and metrics.

Skills

Customer support

Team leadership

Escalation handling

Voice support

Workday Payroll

Workday Talent Mgmt

Education

Any Graduation

Tools

SAP

Workday

PeopleSoft

Job description

Skill required: Omnichannel - Service Desk Voice Support

Designation: Customer Contact Comms Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 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.
• Manage the service delivery team, strengthen operating practices and identify opportunities that improve client service and value.
• As part of the management team, meet SLAs, targets and objectives through effective staff management. Serve as a subject matter expert for Workday Payroll and Workday Talent Management and guide complex or escalated voice interactions.
• Complex and escalated voice calls, Workday Payroll Accounting, Employee Services and Workday Talent Management
• Any graduate or postgraduate degree from a government recognized university
• 5 to 8 years, including at least 2 to 3 years in team and client stakeholder management
• Human Resources, Voice, Workday Payroll and Workday Talent Management What are we looking for?
• Core Competencies & Personal Attributes
• Strong leadership, people management, analysis, problem solving, conflict resolution and decision making.
• Effective planning, organization, communication, teamwork and data management with accuracy and quality.
• Customer focused, culturally aware and professional in difficult situations.
• Working Dimensions
• Handle escalated calls, support onshore, offshore and client teams, and work rotational 24 x 7 shifts with travel as required. Roles and Responsibilities:
• Manage performance, staffing, service delivery, team expectations and operational meetings.
• Partner with clients and onshore teams on processes, escalations, stakeholder needs and metric changes.
• Improve productivity, quality and cost through best practices and Business Excellence.
• People Management Responsibilities
• Manage Level 11 to Level 13 staff, requiring at least 2 years of people management experience.
• Coach, motivate and train employees; set expectations, review results, address gaps and provide feedback.
• Recognize strong performance and run reward programs.
• Client and Customer Responsibilities
• Build client relationships, improve productivity, meet SLAs and support visits and business meetings.
• HR Domain Responsibilities (Workday Payroll & Talent Management)
• Domain Experience & Knowledge
• Have 5 to 7 years of HR, payroll, employee services and workforce administration experience in the US, UK, Europe or India.
• Know key payroll laws and forms, including W4, W2, P60, P45, P11D, Final Paycheck Law and state reciprocal agreements.
• Use SAP, Workday or PeopleSoft, preferably Workday Payroll and Talent Management; HR or payroll certification is desirable.
• Delivery, Controls & Operational Excellence
• Deliver accurate payroll and talent services within time, quality and cost targets.
• Perform reconciliations, variance, net pay, duplicate payment and input output controls.
• Track SLAs, OLAs and KPIs; report results, maintain dashboards and drive Operational Excellence.
• Escalate risks and maintain plans, estimates, schedules, issues and agreements.
• Continuity, Analysis & Knowledge
• Maintain and test continuity and recovery plans with BCM and Local IT.
• Perform root cause analysis and corrective and preventive actions.
• Learn client rules, complete knowledge transfer and become a People Relations expert within four months.
• Use VLOOKUP and Pivot tables and communicate clearly.