Delivery Operations Analyst

Accenture in India; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Accenture in India is seeking a Delivery Operations Analyst to support omnichannel customer service workflows in Bengaluru. You will manage a team, oversee day-to-day operations, and ensure resolution of customer queries and complaints within SLA targets.

The role requires 5–8 years of relevant experience and a graduation degree. You will liaise with multiple channels to provide a seamless customer experience and drive continuous process improvements.

Qualifications

• 5–8 years of experience in customer service operations.
• Graduation in any field is acceptable.
• Experience managing escalations and resolving customer complaints.
• Ability to work in an on-site delivery operations environment with SLA adherence.

Responsibilities

• Oversee daily operations of a delivery team and assign workloads.
• Resolve customer queries and handle escalations within SLA timelines.
• Act as SME for processes and systems used in contact centers.
• Coordinate with cross-functional teams for end-to-end customer journeys across channels.
• Monitor quality and performance metrics and drive process improvements.
• Prepare operational reports and support with workforce planning.

Skills

Omnichannel CS Tech

Education

Any Graduation

Tools

CRM Systems

Job description

Skill required: Omnichannel - Customer Service Technology

Designation: Delivery Operations 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?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. The Service Delivery Sr Analyst is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility. This job also exercises consistent judgment and discretion with work directly related to management policies. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels.

Responsibilities/Authorities

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
• May perform data entry or other client related tasks in various systems, as required 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.
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner What are we looking for?
• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
• Act as subject matter expert for team members, peers and/or clients as assigned
• May act as a point of contact for senior client representatives
• Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
• Required to direct work within clear budget guidelines
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
• Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
• Assist with providing operational statistics and escape operational issues to supervisor Additional Project Specific Responsibilities (1-3 bullets; optional):
• Adaptable to: o On-site work set up; o Reporting to any Accenture site (within the city: Metro Manila, Cebu);o Shifting work schedules Comfortable with handing the end-to-end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities Project-specific requirements
• Cyclical work shift including work hours at night.
• Overtime and On-Call required Roles and Responsibilities:
• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts