Senior Analyst - Customer Contact Communications (Chat Support)

Accenture India Private Limited; Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Accenture India Private Limited is seeking a Customer Contact Comms Senior Analyst-Messaging with 4–5 years of leadership experience in a learning admin chat support environment. The role focuses on non-voice support, email and chat processes, and ensuring high-quality customer interactions.

The candidate will oversee a Tier 1.5 chat support team, manage governance, escalations, and reporting, while maintaining SLAs and data privacy standards across client systems.

Qualifications

• Bachelor's degree or equivalent required.
• 4–5 years of experience with team leadership in a learning admin/chat context.
• LMS exposure is preferred and chat operations experience is beneficial.

Responsibilities

• Oversee day-to-day operations of the Client Tier 1.5 chat support team.
• Manage stakeholder communications, governance, escalations, and reporting.
• Ensure SLA, quality, and domain accuracy standards are met.
• Record, diagnose, troubleshoot, and assign incidents and service requests.
• Monitor and report on training metrics and CSAT improvements.

Skills

Service Desk Non-Voice Support

Email & Chat Handling

Typing Proficiency

Education

Bachelor's degree

Tools

LMS

Job description

Customer Contact Comms Senior Analyst-Messaging Skill required: Chat - Service Desk Non-Voice Support Designation: Customer Contact Comms Senior 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?

• The Team Lead oversees and manages the day-to-day operations of the Client Tier 1.5 chat support team. The role owns stakeholder management, program communications, escalations, governance, and reporting for the account, while ensuring the chat team consistently meets SLA, quality, communication, and domain-accuracy standards
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Primary skill - Service Desk Non-Voice Support - P1
• Education: Bachelors degree (B.A B.Com B.Sc B.Tech or equivalent).
• Experience: 4 to 5 years overall with proven team leadership on a learning admin support-desk environment; LMS exposure required; chat operations experience preferred

Roles and Responsibilities:

• Operations & Service Delivery
• Supervise a team of learning admin chat support associates and SMEs; organise tasks, resources, and priorities to meet coverage and SLAs.
• Develop and implement processes and procedures for efficient chat-based learning administration.
• Monitor the performance of all daily chat and learning admin tasks across Accenture Client systems.
• Stakeholder & Governance Ownership
• Own all stakeholder management, program communications, escalations, governance discussions, reporting, and issue resolution for the account.
• Act as first point of contact for escalation of client and operational issues; manage issues to resolution within remit.
• Serve as the single interface for Client program delivery teams these responsibilities should not be delegated to SMEs.
• Reporting & Quality
• Provide management reporting on team performance against output, quality standards, chat volume throughput, and completion, in line with agreed measures.
• Track and report on training learning metrics, participation, and completion, and drive quality and CSAT improvement.
• Ensure compliance with regulatory, InfoSec Data Privacy, and organisational policies related to training and support.
• People & Continuous Improvement
• Support coaching, capability building, and performance management in partnership with SMEs.
• Evaluate effectiveness of the support model and recommend improvements and automation opportunities