HR Service Delivery Specialist

Accenture in India; Mumbai; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

Accenture in India seeks an HR Service Delivery Specialist with 7–11 years of experience to support Employee Services - Contact Centre Quality Monitoring. The role involves evaluating agent interactions, designing quality tools, and strengthening HR policy implementation to enhance employee experience.

The candidate should hold Graduation or MBA, with additional LLB as applicable, and be able to manage multiple stakeholders and operate under pressure in a fast-paced delivery environment.

Qualifications

• Experience in HR process design and delivery strategies.
• Ability to establish strong client relationships and manage multiple stakeholders.
• Experience handling disputes and performing under pressure.
• Qualification options include Graduation, LLB or MBA as listed.

Responsibilities

• Evaluate contact centre interactions for compliance and coaching opportunities.
• Design and implement quality monitoring tools to extract and analyze data.
• Support HR policy and process enhancements to improve efficiency and employee experience.

Skills

HR Process Design

HR Delivery Strategy

HR Policy Development

Client Relationship

Dispute Handling

Stakeholder Management

Under Pressure

Written & Verbal Communication

Education

Graduation

Bachelor of Laws (LLB)

MBA

Job description

Job Description:

Skill required: Employee Services - Contact Centre - Contact Center Quality Monitoring

Designation: HR Service Delivery Specialist

Qualifications: Any Graduation/Bachelor of Laws/Master of Business Administration

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?

CF Operations Employee Services - Contact Centre provides support and assistance to employees through a dedicated helpdesk or call center. This includes answering questions about HR policies, resolving issues related to payroll and benefits, and providing information on company procedures. The goal is to offer quick and efficient support to employees. It helps ensure that employees have access to the information and help they need. Effective contact center services contribute to a positive employee experience. Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities. Design and implement quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty and agent retention.

What are we looking for?

• HR Process Design
• HR Delivery Strategy
• HR Policy Development & Maintenance
• Ability to establish strong client relationship
• Ability to handle disputes
• Ability to manage multiple stakeholders
• Ability to perform under pressure
• Written and verbal communication Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts