Customer Contact Comms Senior Analyst

Accenture in India; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Accenture in India is seeking a Customer Contact Comms Senior Analyst in Bengaluru. You will lead HR service delivery operations, manage a team, and act as SME for Workday Payroll and Talent Management, handling escalations and stakeholder communications.

The role emphasizes end-to-end HR operations, coaching teams, achieving SLAs/KPIs, payroll controls, and continuous process improvements in a fast-paced contact center environment.

Qualifications

• Graduation is required.

Responsibilities

• Lead HR service delivery operations and manage a team to ensure SLA adherence, operational excellence, and customer satisfaction.
• Act as SME for Workday Payroll and Talent Management processes while handling escalations, stakeholder management, and continuous process improvement initiatives.
• 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.
• Manage end-to-end HR operations and service delivery.
• Lead and coach teams; handle performance management and development.
• Drive SLA/KPI achievement, quality, productivity, and process improvements.
• Manage client interactions, escalations, and stakeholder communication.
• Ensure payroll accuracy, controls, reconciliations, and compliance.
• Perform root cause analysis and implement corrective actions.
• Support reporting, workforce planning, business continuity, and knowledge transfer activities.

Skills

Omnichannel - Customer Service Tech

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Service Technology

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?

• Lead HR service delivery operations and manage a team to ensure SLA adherence, operational excellence, and customer satisfaction. Act as SME for Workday Payroll and Talent Management processes while handling escalations, stakeholder management, and continuous process improvement initiatives.
• 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 Roles and Responsibilities:
• Manage end-to-end HR operations and service delivery.
• Lead and coach teams; handle performance management and development.
• Drive SLAKPI achievement, quality, productivity, and process improvements.
• Manage client interactions, escalations, and stakeholder communication.
• Ensure payroll accuracy, controls, reconciliations, and compliance.
• Perform root cause analysis and implement corrective actions.
• Support reporting, workforce planning, business continuity, and knowledge transfer activities.