Customer Contact Comms Senior Analyst

Accenture PLC; Mumbai City; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Accenture is seeking an HR Service Delivery Senior Analyst to provide high-volume HR support in a contact center environment for airline employees, handling lifecycle queries with a focus on accuracy and compliance. The role emphasizes employee experience, SLA adherence, and rapid issue resolution across shifts.

Experience in HR contact centers or shared services is essential, with familiarity in SAP/Workday and case-management tools like ServiceNow or Zendesk.

Qualifications

• Graduate in any discipline.
• 5 to 8 years of experience in HR Service Delivery or contact center.
• Experience in high-volume SLA-driven environments.
• Exposure to airline aviation or large operations preferred.

Responsibilities

• Handle high-volume HR queries through contact center channels including calls, chat, and portal for airline employees including crew, ground staff and engineering teams.
• Deliver HR support aligned to strict service level agreements and KPIs including average handling time, first call resolution and customer satisfaction in a fast-paced environment.
• Manage employee lifecycle queries including onboarding, payroll, leave and contracts in a shift-based workforce.
• Support HR operations during operational disruptions including flight disruptions, delays and crew shortages ensuring rapid query resolution.
• Ensure compliance with Fair Work Act, Modern Awards, Enterprise Bargaining Agreements and travel aviation policies.
• Maintain accuracy in HR systems and update cases within ticketing and case management tools.
• Collaborate with HR Business Partners and operations teams to resolve escalated cases.
• Identify trends in employee queries and drive process improvements and knowledge base enhancements.
• Ensure adherence to contact center quality standards and compliance checks.

Skills

Customer Operations

Voice Support

Service Desk

Education

Any Graduation

Tools

Workday

SAP

SuccessFactors

ServiceNow

Zendesk

Job description

Skill required: Customer Operations - Voice - 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?

• The HR Service Delivery Senior Analyst operates within a contact center environment delivering high quality HR support to employees across the airline organization. The role focuses on managing high volume HR queries supporting employee lifecycle transactions and ensuring compliance with local regulations.
• The individual ensures exceptional employee experience through efficient query resolution adherence to service level agreements and continuous improvement within the HR helpdesk supporting airline operations
• Relevant years years of experience in HR Service Delivery HR contact center or shared services
• Experience in high volume service level agreement driven environments
• Exposure to airline aviation or large operations driven industries preferred
• Educational Qualification
• Graduate in any discipline
• Shift Timings
• Must be flexible with respect to shift timings.

What are we looking for?

• Excellent communication and call handling skills with strong customer focus
• Ability to manage high volume time sensitive queries with accuracy and empathy
• Strong stakeholder management across contact center teams HR and airline operations
• Analytical mindset to interpret query trends escalation patterns and service metrics
• Understanding of data privacy and handling sensitive employee information in APAC
• Strong experience in HR contact center and shared services environments with understanding of service level agreement and key performance indicator driven delivery including average handling time first call resolution and customer satisfaction
• Knowledge of APAC employment regulations including Fair Work Act Awards and Enterprise Bargaining Agreements
• Familiarity with airline workforce dynamics including crew operations shift patterns and fatigue management basics
• Experience with HRIS systems such as Workday SAP and SuccessFactors and case management tools such as ServiceNow and Zendesk

Roles and Responsibilities:

• Handle high volume HR queries through contact center channels including calls chat and portal for airline employees including crew ground staff and engineering teams
• Deliver HR support aligned to strict service level agreements and key performance indicators including average handling time first call resolution and customer satisfaction in a fast paced environment
• Manage employee lifecycle queries including onboarding payroll leave and contracts in a shift based unionized workforce
• Support HR operations during operational disruptions including flight disruptions delays and crew shortages ensuring rapid query resolution
• Ensure compliance with Fair Work Act Modern Awards Enterprise Bargaining Agreements and travel aviation specific HR policies
• Maintain accuracy in HR systems and update cases within ticketing and case management tools
• Collaborate with HR Business Partners and operations teams to resolve complex and escalated cases
• Identify trends in employee queries and drive process improvements and knowledge base enhancements
• Ensure adherence to contact center quality standards call audits and compliance checks

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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