Senior Customer Contact Communications Analyst - Voice

Accenture India Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture India Private Limited, Bengaluru, is seeking a Customer Contact Comms Senior Analyst to lead a team delivering omnichannel customer service. You will supervise agents, ensure service levels, and collaborate with onshore and offshore stakeholders to optimize processes.

The role requires 5–8 years of outsourcing operations experience, including at least 1 year in team handling, plus strong metrics and coaching focus to drive improvements and client satisfaction.

Qualifications

• Graduation is required.
• 5–8 years outsourcing operations experience, including 1+ year in team handling.
• Primary skill - Customer Service - P4

Responsibilities

• Manage operations from a process measurement standpoint.
• Maintain regular communications with the team on departmental and individual performance expectations.
• Work with client Onshore team to define process and procedures.
• Set and assess representatives performance expectations and provide constructive feedback.
• Assist with scheduling and forecasting of staff to maintain optimal service provided.
• Develop reward and recognition programs for teams.
• Manage escalated customer enquiries/complaints.
• Drive operational excellence and client relationship building.

Skills

Customer Service

Team Leadership

Outsourcing Operations

Email/Chat Support

Data Analysis

Education

Graduation (Any)

Job description

Customer Contact Comms Senior Analyst - Voice Skill required: Omnichannel - Customer Service 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 will be responsible for the management of a team of agents, for single or multiple clients that continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Delivers customer satisfaction which exceeds expectations and achieves target of contribution and profit margins.
• The Team Lead will work as part of the managem
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service.
• It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

What are we looking for?

• Primary skill - Customer Service - P4
• 5-6 years outsourcing operations experience ,including 1+ year(s) experience in Team Handling role

Roles and Responsibilities:

• Manage Operations from process measurement standpoint
• Maintain regular communications with team on departmental and individual level performance expectations
• Work with client BAE Onshore team to define process and procedures
• Set and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis
• Conduct briefings and team meetings for team status updates, Process updates, policy and procedures chang etc.
• Ensure performance and attendance issues and addressed promptly and consistently.
• Assist with scheduling and forecasting of staff to maintain optimal service provided
• Develop reward and recognition programs for teams
• Manage escalated customer enquiries complaints
• Strong analytical and data management skills
• Analyze and propose process improvements consistently
• Strong focus on people
• Share best practices across the process facilitate process improvements cost reduction initiatives
• Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes metrics
• Drive Operational excellence
• Provide high quality helpdesk services to the Client, ensuring that contractual Accenture Service Levels and service obligations are met for the work within scope of the role
• Identify opportunities to improve quality of operations
• Enhance knowledge of clients products and services within contact center
• Optimum Resource utilization & workforce planning
• Direct reports: Level 13 to 11
• Strong leadership and management ability
• Determine training needs for the team members
• Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations
• Client Relationship Building
• Drive productivity in the respec