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39 Product Planning Jobs in Mumbai

Customer Contact Comms Senior Analyst

Accenture Solutions Pvt Ltd

 · 

3.8

 based on 56.9k Reviews

5-8 years

₹ 3.7 - 7.05L/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 Senior Analyst

Accenture

posted 15d ago

Job Role Insights

Key skills for the job

Digital Marketing Data Analysis Project Management Clinical Data Management Product Management Tableau

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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?
 Operational 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 ExcellencePeople Management Responsibilities
  • Direct reports:Level 11 to Level 13
  • Strong leadership and management ability
  • Determine training needs for the team members
  • Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectationsThe 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.Client Customer Responsibilities
  • Client Relationship Building
  • Drive productivity in the respective process
  • Managing day-to-day operations based on SLAs
  • Ensures seamless delivery of services and manages all aspects of operational team



    What are we looking for?
  • Adaptable and flexible
  • Problem-solving skills
  • Agility for quick learning
  • Written and verbal communicationCore Competencies
  • People management
  • Drives issues to resolution and good problem-solving skills
  • Good interpersonal skills
  • Good administration skills
  • Comfortable with responding to requests from all levels of the organization
  • Team Player
  • Positive Mindset
  • Planning & Organisation skills
  • Motivation 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

    • Employment Type: Full Time, Permanent

    Read full job description

    Accenture Interview Questions & Tips

    Prepare for Accenture Senior Analyst roles with real interview advice

    What people at Accenture are saying

    3.8
     Rating based on 1.4k Senior Analyst reviews

    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 1.4k Senior Analyst reviews

    Senior Analyst salary at Accenture

    reported by 17.4k employees
    Lock Unlock
    ₹5.4 L/yr - ₹21 L/yr
    46% more than the average Senior Analyst Salary in India
    View more details

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