Customer Contact Comms Specialist

Accenture PLC; Mumbai; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Accenture PLC is seeking an HR Service Delivery Senior Analyst with 7–11 years of experience to provide high-volume HR support in a contact center environment. The role emphasises employee lifecycle handling, SLA adherence, and data privacy across travel/aviation operations.

Expect collaboration with onshore teams and ongoing process improvements, including Lean Six Sigma initiatives. The incumbent will support onboarding, payroll, leave, contracts, and disruption management while maintaining HR

Qualifications

• Graduate in any discipline.
• 7 to 11 years in HR Service Delivery or shared services.
• Experience in high volume, SLA-driven environments.
• Exposure to travel or aviation sectors is a plus.
• Strong communication and stakeholder management.

Responsibilities

• Handle high volume HR queries via calls, chat, and portal for travel/aviation industries.
• Deliver HR support aligned to SLAs and KPIs like AHT and FCR.
• Manage lifecycle queries: onboarding, payroll, leave, contracts.
• Support HR operations during disruptions such as flight delays or crew shortages.
• Ensure compliance with applicable HR policies and data privacy.
• Maintain accuracy in HR systems and update cases in ticketing tools.
• Collaborate with HRBP and operations to resolve escalated cases.
• Lead Lean Six Sigma and automation initiatives to improve experience and productivity.
• Train new hires and work with capability teams on training materials.

Skills

HR Service Delivery

Contact center

Analytical mindset

Stakeholder management

Time management

Shift flexibility

Education

Any Graduation

Tools

Workday

SAP

SuccessFactors

ServiceNow

Zendesk

Job description

Skill required:

Customer Operations - Voice - Service Desk Voice Support

Designation:

Customer Contact Comms Specialist

Qualifications:

Any Graduation

Years of Experience:

7 to 11 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 travel aviation or large operations driven industry. 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 sound knowledge of contact center operational metrics and continuous improvement within the HR helpdesk supporting travel aviation or large operations driven industry
• The role requires the team lead to drive productivity efficiencies innovation workforce optimization and work closely with the onshore team

What are we looking for?

• Relevant plus years of experience in HR Service Delivery HR contact center or shared services
• Experience in high volume service level agreement driven environments
• Exposure to travel aviation or large operations driven industries preferred
• Educational Qualification
• Graduate in any discipline
• Shift Timings
• Must be flexible with respect to shift timings
• 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

Roles and Responsibilities:

• Handle high volume HR queries through contact center channels including calls chat and portal for travel aviation or large operations driven industries
• 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
• Lead Lean Six Sigma and automation initiatives to improve employee experience productivity and service quality
• Ensure adherence to contact center quality standards call audits and compliance checks
• Train new hires
• Work with capability development teams to create training materials and job aids
• 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
• Excellent communication and call handling skills with strong customer focus

Any Graduation

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