Business Advisory Specialist

Skill required: Next Generation Customer Operations - Customer Service Technology


Designation: Business Advisory Specialist


Qualifications:Any Graduation


Years of Experience:7 to 11 years


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.The team works on workforce management solution with different stake holders and work on various Tickets/cases which are actioned resolved accordingly in coordination with multiple vendors/teamsa transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.


What are we looking for?

Ability to establish strong client relationship

Strong analytical skills

Written and verbal communication

Results orientationThis position will be the primary role to supervise a group of agents who act as a primary interface point between client and Vendors across globe in delivering Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Team Management:? 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? Q4 management, reducing IQR along with Q1/Q2 upskilling? 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 matt

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 shifts

 Qualifications 
Any Graduation