Customer Contact Comms Senior Analyst

Accenture; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in Bengaluru is seeking a Customer Contact Comms Senior Analyst to lead HR service delivery operations and manage a team to meet SLA and quality targets. The role focuses on delivering exceptional HR services through email and chat channels with strong process discipline.

You will act as SME for Workday Payroll and Talent Management, handling escalations, stakeholder management, and ongoing improvements. A graduation is required and 5–8 years of relevant experience is expected.

Qualifications

• Any Graduation required for eligibility.
• 5 to 8 years of HR service delivery and contact center experience.
• Experience with Workday Payroll and Talent Management is preferred.

Responsibilities

• Lead HR service delivery operations and manage a team to ensure SLA adherence.
• Act as SME for Workday Payroll and Talent Management; handle escalations and stakeholder management.
• Drive process improvements and ensure payroll accuracy, controls, and compliance.
• Support reporting, workforce planning, and knowledge transfer activities.

Skills

Omnichannel CS 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

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

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 herePlatform 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.

Qualification

Any Graduation