Service Delivery Ops Senior Analyst

Skill required: Next Generation Customer Operations - Customer Service Technology



Designation: Service Delivery Ops Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years


Language - Ability:English(International) - Proficient



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. 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. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.

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 management team striving to meet all SLA's, targets and objectives through effective staff management.



What are we looking for?

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 representative's 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 change, 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


Roles and Responsibilities:

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

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

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


 
Qualifications 

Any Graduation