Measurement and Reporting Associate

Accenture; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture in Hyderabad is seeking a Measurement and Reporting Associate to support IT trouble-shooting and analytics in customer operations. You will monitor live metrics, resolve queries, and ensure SLA-driven resolutions while coordinating with the operations team.

The role emphasizes real-time data analysis, reporting, and collaborative problem-solving to improve customer satisfaction and efficiency. Graduation is required; 1–3 years experience preferred.

Qualifications

• Any Graduation

Responsibilities

• Monitor real-time metrics like call volumes, agent status and service levels.
• Handle escalations and complaints within SLA.
• Analyze data to identify trends and improve workforce management.
• Generate reports on workforce metrics such as attendance and productivity.
• Collaborate with operations teams and stakeholders to ensure operational efficiency.
• Identify and address issues impacting service levels and work with relevant teams to resolve them.

Skills

IT Troubleshooting

Reporting Analytics

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - IT Troubleshooting

Designation: Measurement and Reporting Associate

Qualifications:Any Graduation

Years of Experience:1 to 3 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

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.a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the marketA form of technology problem solving, often applied to repair failed products or processes on a machine or a system.

What are we looking for

Primary skill - IT Troubleshooting - P1 Secondary skill - Reporting Analytics - P1

Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines.Your expected interactions are within your own team and direct supervisor.You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.The decisions that you make would impact your own work.You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.Please note that this role may require you to work in rotational shiftso Real-Time Monitoring: Monitor live operational metrics like call volumes, agent status, and service levels.

• Service Level Agreement (SLA) Adherence: Ensure that service level agreements are being met and take actionto address any deviations.
• Data Analysis: Analyze real-time data to identify trends, predict staffing needs, and suggest improvements toworkforce management practices.
• Performance Management: Monitor employee adherence to schedules, track attendance, and address anydeviations.
• Reporting and Analysis: RTAs generate reports on various workforce management metrics, includingattendance, adherence, and productivity.
• Collaboration: Work closely with operations teams, supervisors, and other stakeholders to ensure operationalefficiency.
• Problem Solving: Identify and address issues that impact service levels, working with relevant teams to findsolutions.
• Communication: Communicate effectively with team members and stakeholders, keeping them informedabout real-time performance and potential issues.

Qualification

Any Graduation