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Accenture

Compare

3.9

based on 54.7k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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19386 Accenture Jobs

Customer Contact Comms Senior Analyst

Accenture Solutions Pvt Ltd

3.9

based on 54.7k Reviews

5-8 years

₹ 3 - 20L/yr (AmbitionBox estimate)

Mumbai

Customer Contact Comms Senior Analyst

Accenture

posted 11d ago

Job Role Insights

Flexible timing

Key skills for the job

Digital Marketing Data Analysis Customer Service Project Management Clinical Data Management Product Management

+ 8 more

Job Description

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

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do?
A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA's, targets and objectives through effective staff managementOperational Responsibilities

Manage Operations from process & measurement standpoint

Maintain regular communications with team on departmental and individual level performance expectations

Work with client/Account Executive/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

Analyse 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 Business ExcellenceThe 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.What are we looking for?

Customer Service

Customer Service Management

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communication 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 shiftsQualificationsAny Graduation

Employment Type: Full Time, Permanent

Read full job description

Accenture Interview Questions & Tips

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What people at Accenture are saying

3.8

Rating based on 1.3k Senior Analyst reviews

Anonymous · IT & Information Security in Noida

Likes

All depends on the project, your colleagues and manager. If these are good then you will enjoy working. Some good learning modules are there.

Job security - Good

+2 more

Dislikes

No increment last year, same is expected this year. Very high variable pay.

Read 1.3k Senior Analyst reviews

Senior Analyst salary at Accenture

reported by 17.1k employees

₹5.3 L/yr - ₹21 L/yr

47% more than the average Senior Analyst Salary in India

View more details

What Accenture employees are saying about work life

based on 54.7k employees

65%

85%

68%

76%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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