Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory 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 You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
What are we looking for
- Excellent English speaking and writing skills is a must
- Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc
- Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks
- Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage
- Customer Problem solving or troubleshooting experience is an advantage
- Must have knowledge of Microsoft Office tools – Word/Excel/Power Point
- Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client
- New ways of working and a changing environment requires the ability to quickly learn and adapt.
- Ability to multitask and adopt to change is must
- Experience in the telco or similar technology industry is preferred
- Excellent customer service and phone skills
- Experience in interacting with other professionals in a working environment.
- Experience with working according to plan 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
- This position will be the primary role to supervise a group of agents who act as a primary interface point between client and Vendors across globe in delivering Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes
- Team Management: Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management
- Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance
- Monitor staff performance and complete performance reviews Have experience working as an Agent in same/similar workflows
- Q4 management, reducing IQR along with Q1/Q2 upskilling
- Stakeholder management: Ensure regular client interactions and meaningful discussions Participate in Weekly / Monthly / Quarterly reviews
- SLA / KPI management: Ensure achievement of KPI, SLA targets
- Process Management: Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams Should have solid understanding of workflow, tools used for providing services Skills & competencies Must have:
- Coach team members as a process SME
- Identify team goals and evaluate team progress
- Escalation management
- Organize team initiatives
- Verbal and nonverbal communication skills
- Organizational skills
- Ability to delegate and meet the delivery timeline
- Integrity
- Nullifying glitches with work ethics within the team
- Efficient Problem-Solving Skills, Any Graduation
