Customer Contact Comms Senior Analyst-Voice

Designation: Customer Contact Comms Senior Analyst

About Accenture

Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

The Senior Analyst will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management

Job Responsibilities / Authorities

• 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
• 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 Excellence

• Any graduate/post graduate from Govt. recognized universities

• Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role )

• Call handling skills (handling complex & escalated calls)
• Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation
• 24*7
• Flexible to Travel onshore if required
• Able to work on a flexible basis as determined by the business needs
• 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

• 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

• 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