Inbound Sales Management Senior Analyst-Voice

Accenture; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accenture in Mumbai is seeking an Inbound Sales Management Senior Analyst within the Next Generation Customer Operations. You will support customer service technology, manage queries, resolve escalations, and close faults within SLA.

The role focuses on delivering consistent customer and employee experience for the US region with night shifts per IST. You will handle queries from employees, customers, and vendors, leveraging strong communication and problem-solving to provide timely resolutions.

Qualifications

• Strong written and verbal communication skills.
• Ability to work well in a team.
• Ability to perform under pressure.
• Ability to establish strong client relationships.
• Experience in customer or employee support is a plus.

Responsibilities

• Perform analysis and solving of increasingly complex problems.
• 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.

Skills

Written communication

Verbal communication

Teamwork

Pressure handling

Client relationship

Education

Graduation

Job description

Skill required

Next Generation Customer Operations - Customer Service Technology

Designation

Inbound Sales Management Senior Analyst

Qualifications

Any Graduation

Years of Experience

5 to 8 years

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.

We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!

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.

What are we looking for

• Written and verbal communication
• Thought leadership
• Ability to work well in a team
• Ability to perform under pressure
• Ability to establish strong client relationship

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

Qualification

Any Graduation