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97 Accenture Analyst Jobs

Customer Contact Comms Analyst

3-5 years

₹ 2.25 - 14L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Mumbai

Customer Contact Comms Analyst

Accenture

posted 11d ago

Job Role Insights

Flexible timing

Job Description






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



Designation:
Customer Contact Comms Analyst



Qualifications:
Any Graduation



Years of Experience:
3 to 5 years



What would you do?
The HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user.
  • Manage and Inspire Team Results
  • Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone)
  • Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors
  • Perform RCA on service issues / complaints
  • Assist in handling customer calls when calls are in queue.
  • Identify training needs for team and individuals through monitoring, escalations and desk reviews.
  • Work with Supervisors to develop specific job aides as needs arise.
  • Provide floor Support
  • Report results to management
  • Maintain BE related documents for the team
  • Manage escalation calls
  • Will need to be working on calls/emails as and when needed
  • Recognize and reward positive behavior, results, etc.
  • Motivate and inspire continuous improvementsThe 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 communicationUnique Knowledge & Skill Requirement
  • Hands-on experience with Ticket tracking tools like SNOW, SIEBEL, WQM, ASKHR
  • Hands on knowledge in CISCO telephony management
  • Hands on knowledge on ERP like SAP, Oracle, Peoplesoft or Success factors
  • Working knowledge of payroll systems (e.g. Oracle, Kronos)
  • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook)
  • Sound knowledge of US & UK Labor legislation Laws
  • Knowledge of Applicant Tracking Systems like ATAS/Red Carpet/Taleo/Workday
  • Excellent verbal and written communication skills
  • Typing speed – 50 words per minute



  • Roles and Responsibilities:
  • In this role you are required to do analysis and solving of lower-complexity problems
  • Your day to day interaction is with peers within Accenture before updating supervisors
  • In this role you may have limited exposure with clients and/or Accenture management
  • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
  • The decisions you make impact your own work and may impact the work of others
  • You will be an individual contributor as a part of a team, with a focused scope of work
  • Please note that this role may require you to work in rotational shifts


    Qualifications


    Any Graduation

  • Employment Type: Full Time, Permanent

    Read full job description

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    What Analyst at Accenture are saying

    3.8
     Rating based on 1.1k Analyst reviews

    Likes

    Yearly hikes are better then other service based companies like tcs , Infosys, cognizant etc

    • Salary - Good
    • +6 more
    Dislikes

    Totally depends on team , I got a good team and my experience is good till now

    Read 1.1k Analyst reviews

    Analyst salary at Accenture

    reported by 10.6k employees
    ₹2.8 L/yr - ₹12.6 L/yr
    13% more than the average 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

    Accenture Benefits

    Free Transport
    Cafeteria
    Work From Home
    Gymnasium
    Health Insurance
    Soft Skill Training +6 more
    View more benefits

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