Customer Contact Comms Specialist

Accenture PLC; Mumbai City; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Accenture plc seeks an experienced HR Service Delivery Senior Analyst to provide high-volume HR support within a contact center environment for travel aviation or large operations industries. You will manage employee lifecycle queries, ensure SLA adherence, and collaborate across HR partners to optimize service quality.

The role demands deep experience in HR service delivery, SLA-driven operations, and strong knowledge of APAC regulatory frameworks, with flexibility to work in a dynamic, global

Qualifications

• HR service delivery experience in contact center or shared services
• Experience in high-volume SLA-driven environments
• Knowledge of APAC employment regulations (Fair Work Act etc.)
• Familiarity with airline workforce dynamics

Responsibilities

• Handle high-volume HR queries via calls, chat, and portals for travel or large operations.
• Deliver HR support aligned to SLAs including average handling time and first call resolution.
• Manage onboarding, payroll, leave, and contracts in shift-based workforce.
• Lead Lean Six Sigma and automation to improve employee experience.
• Train new hires and collaborate with HR Business Partners.

Skills

HR Service Delivery

Contact Center Experience

Shift Flexibility

Data Privacy

Stakeholder Management

Analytical Mindset

APAC Regulations

HRIS Systems

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

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.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.