Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 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 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. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.

What are we looking for Educational Profile

Any graduate from Govt. recognized universities Manage and Inspire Team Results
Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) Roles and Responsibilities:
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 improvements
Prior international BPO work experience preferred
Unique Knowledge & Skill Requirement
Hands-on experience with Ticket tracking tools
Hands on knowledge in telephony management system
Hands on knowledge on ERP
Comfortable with Microsoft Office tools
Excellent verbal and written communication skills Personal Attributes
Strong Customer Service and communication skills (both written & verbal).
Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus
Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users.
Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity.
Flexible to work night/rotational shifts and weekends.
Ability to speak English fluently. Working Hours: 24 x 7 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

Customer Contact Comms Analyst-Voice