Business Advisory Specialist

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support



Designation: Business Advisory Specialist



Qualifications:Any Graduation



Years of Experience:7 to 11 years



What would you do?
Team Leader oversees a group of employees and motivates them to do their job efficiently. They provide daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages 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?
Experience in Data Analytical skills Expert level capability in use of MS software (with focus on analytical skills in PPT & Excel) Managing performance and SLA's Promoting process improvement Dealing with complexity, analysing information for continuous improvements Implementing Organizational Core Values Knowledge of end-to-end of supply chain & procurement process Experience running multi-geography operations/teams Client management skills. Experience in having managed operational issues. Experience in resolving and escalating from client. Identifying risks and apply appropriate mitigating actions to increase client satisfaction Deep understanding of Data management process Supply Chain & Procurement – knowledgeable in terminology and methodology Proactive and team player Relationship management Strong verbal and written communicationExcellent English speaking and writing skills is a must? Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc? Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks?? Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage? Customer Problem solving or troubleshooting experience is an advantage? Must have knowledge of Microsoft Office tools – Word/Excel/Power Point? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client? New ways of working and a changing environment requires the ability to quickly learn and adapt.

Ability to multitask and adopt to change is must? Experience in the telco or similar technology industry is preferred? Excellent customer service and phone skills? Experience in interacting with other professionals in a working environment.

Experience with working according to plan? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client. New ways of working and a changing environment requires the ability to quickly learn and adapt? Expert level capability in use of MS software (with focus on analytical skills in PPT, Excel)


Roles and Responsibilities:

In this role you are required to do analysis and solving of moderately complex problems

May create new solutions, leveraging and, where needed, adapting existing methods and procedures

The person would require understanding of the strategic direction set by senior management as it relates to team goals

Primary upward interaction is with direct supervisor

May interact with peers and/or management levels at a client and/or within Accenture

Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside

Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

Please note that this role may require you to work in rotational shiftsIn this role, you need to analyse and solve moderately complex problems You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change Your primary upward interactions are with your direct supervisor You may interact with peers and/or management levels at a client and/or within Accenture You will be provided with guidance when determining methods and procedures on new assignments The decisions that are made by you will often impact your team

You would be overseeing a small work effort and/or team Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management? Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance? Monitor staff performance and complete performance reviews ? Have experience working as an Agent in same/similar workflows? Stakeholder management Ensure regular client interactions and meaningful discussions? Participate in Weekly / Monthly / Quarterly reviews? SLA / KPI management:? Ensure achievement of KPI, SLA targets? Process Management Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams? Should have solid understanding of workflow, tools used for providing services Skills & competencies?


 Qualifications 

Any Graduation