Service Delivery Ops Senior Analyst

Skill required: Email - Customer Service Management




Designation: Service Delivery Ops Senior Analyst




Qualifications:Any Graduation




Years of Experience:5 to 8 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.Candidate who is good in email and chat process, who is good in typing is what is preferred hereThe Customer Service Management team focuses on managing the organization s interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.




What are we looking for?
A team lead is responsible for managing a team of 12-15 agents.

Manage overall metrics and performance of the team.

Identify Risks in process and provide support to ensure noiseless delivery.

Managing client expectations by meeting the client set targets.

Escalation and risk handling to ensure noiseless delivery

Setting up regular connects with the team to discuss individual performance

Listen to team members' feedback and resolve any issues or conflicts

Assisting the individual to learn and grow to excel in their career.

Identify learning opportunity and train the team.

Plan continuous learning based on the new updates/process changes.

Monitor team performance and report on metrics.Bachelor s degree or equivalent required. (BCA, BSc CS, BE CS).

Experienced in networking and understanding of Telecom products -

Team handling

Excellent verbal and written English communications skills

Minimum 2-3 year experience as a team leader or supervisor

Experience with a Billing process will be an added advantage.Basic knowledge of Microsoft Applications such as PowerPoint, Excel as well as Google Applications will be required to perform job.

Organizational and time-management skills



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