Customer Contact Comms Analyst

Skill required: Omnichannel - Customer Service Technology

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

• Provide HR service delivery support, resolve payroll and talent management queries, ensure process accuracy, and act as an SME for Workday Payroll and Talent Management processes
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• 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
• Primary skill - Customer Service Technology - P4
• 3-5 years of HR, Payroll, Workforce Administration, or Talent Management experience.
• Experience with Workday, SAP, Oracle, PeopleSoft, SuccessFactors, or similar ERP systems.
• Knowledge of payroll legislation and payroll processes.
• Experience with ticketing tools such as ServiceNow (SNOW), Siebel, or similar platforms.
• Strong MS Office skills, especially Excel.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to work in a fast-paced, customer-focused environment. Roles and Responsibilities:
• Manage payroll and talent management activities accurately and on time.
• Provide SME support to team members and resolve process-related queries.
• Perform payroll controls, reconciliations, checks, and reporting activities.
• Handle client interactions through email, phone, and messaging platforms.
• Support quality management, coaching, training, and process improvements.
• Conduct Root Cause Analysis (RCA) and implement corrective actions.
• Maintain process documentation, controls, and compliance requirements.
• Support workload allocation, reporting, and knowledge transfer activities.
• Assist with escalations and ensure high customer satisfaction