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Accenture

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3.9

based on 53.4k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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27813 Accenture Jobs

Customer Contact Comms Analyst

Accenture Solutions Pvt Ltd

3.9

based on 53.4k Reviews

3-5 years

₹ 2.05 - 17L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

Customer Contact Comms Analyst

Accenture

posted 6hr ago

Job Role Insights

Flexible timing

Key skills for the job

Digital Marketing Data Analysis Biochemistry Project Management Product Management Tableau

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Job Description

Skill required: Customer Operations - Voice - Service Desk Voice Support

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do?
Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsThis Role involves deeper understanding of the Service Centre / Query Management & Leveraging expertise to solve specific problems pertaining to Comp & Benefits .Train & develop Team s Functional knowledge Administer Satisfaction surveys & General Support to Client employees and communication.Process Support :

Read, understand and analyze client process as per the business rules as a subject matter expert.

Execute the process accurately and timely as a hands-on processor.

Master the given process and help the team members to overcome process related queries

Escalate issues and seek advice when faced with complex issues/problems.Customer Operations - Voice - Help desk role - ticket resolutionPay close attention to quality of written and verbal English skills within Team.

Creates a logical plan, realistic estimates and schedule for an activity or project segment.

Ensure LWIs are followed and updated regularly and train the team members on process updates.

Ensure process controls are followed; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.

Perform â"Root Cause Analysisâ" on issues faces and suggest appropriate corrective action for current remediation and future control.

Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls

Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

Participates in various internal or client initiatives related to Process.

Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent.

What are we looking for?

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

Knowledge of Service Centre / Query Management processes

Strong MS Office and Excel skills

Strong command on written and verbal English language

Proficient with Business Excellence Practice"Bachelors degree (Any discipline)

Essentials :

4-6 Years overall experience

3+ Years Service Centre / Query Management process experience with similar background Desirable :

HR Domain certification Certification would be a plus

Successfactors Experience is a plus

Exposure to BPO industry

Roles and Responsibilities:

In this role you are required to do analysis and solving of lower-complexity problems

Your day to day interaction is with peers within Accenture before updating supervisors

In this role you may have limited exposure with clients and/or Accenture management

You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments

The decisions you make impact your own work and may impact the work of others

You will be an individual contributor as a part of a team, with a focused scope of work

Please note that this role may require you to work in rotational shifts

eam Support :

Plan proper allocation of work.

Support Team lead / Manager with Daily stats / reporting and MOS. Update process metrics on daily basis and maintain MIS.

To be available on the floor through the day to resolve process related issues.

Participate in Team building activities & Organizational initiatives.

Complete training need analysis for the team on timely manner through quality reports and knowledge tests

Follow the Quality Check and Audit mechanism within process to ensure delivery on SLAs.

Ensure and maintain the security and confidentiality of client data.

Assist in training/educating team assigned team members on learning and acquireing skills in process.

Excellent interpersonal skills - can build effective relationships with internal and external stakeholders at all levels

Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.

Resilience and ability to work under pressure

Good organizational, prioritization and multi-tasking skills to deliver to deadlines

Analytical and problem-solving skills.

Demonstrate high levels of confidentiality

Attention to detail & quality driven- in communications and all system transactions

Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate

Basic Leadership and coaching skills

Team Work & Collaboration

Self driven

Flexibility to work in Shifts.

Results / target oriented

Multi-cultural awareness

Client Interfacing skills (Email & Phone):Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique.

Qualifications
Any Graduation

Employment Type: Full Time, Permanent

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