Customer Contact Comms Senior Analyst

8103 Acc Sol Pvt Ltd Company; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accenture in Bengaluru is hiring a Senior Analyst to lead HR service delivery operations, manage a team, and ensure SLA adherence and customer satisfaction. The role requires deep knowledge of Workday Payroll and Talent Management processes, plus the ability to handle escalations and drive continuous process improvements.

You should be skilled with email and chat support, and capable of coordinating with clients and stakeholders.

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 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.

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.
• Any Graduation

About Accenture

Any Graduation About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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