Skill required: Voice - Customer Service

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. 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

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 management Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

What are we looking for

Any graduate/post graduate from Govt. recognized universities
5+ years in contact center operations and 2+ years relevant experience preferred.
Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role)
Versant score of 58
Call handling skills (handling complex & escalated calls)
Supports Client organization, both on-shore and off-shore Teams, Customer Relationship team and retained client organization
24*7
Flexible to Travel onshore if required
Able to work on a flexible basis as determined by the business needs
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 & Organization skills
Motivation Skills Roles and Responsibilities:
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 Excellence People 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 expectations 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, Any Graduation

Customer Contact Comms Senior Analyst-Voice