Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 Manage and improvise NGCO Support Desk teams on profitability and budgets through scope management, monitoring forecast and production hours, managing costing based on contracted terms and ensuring timely client deliverables, with an objective of achieving profitability with optimum utilization of capacity and by increasing revenue and reducing cost, in line with the service level agreement of business deliverables. Achieve high degree of client satisfaction through execution & delivery of business action plans independently Improve the quality of services and increase efficiency, be involved in time / effort estimates Manage NGCO Support Desk teams on cost adherence and variance / deviations and revenue projections. Manage customer expectations - response time and attitude. Anticipate client side bottlenecks in plan execution and propose solutions to clients or production teams in advance through effective communication. Demonstrates capability of managing multiple NGCO Support Desk teams independently. Manage multifunctional teams and build a conducive work atmosphere. Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process. Generate cross selling and up-selling opportunities, and building sales leads through a regular process. Key Responsibilities
- Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 50+ team members in contact center.
- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as required
- Identify system and process improvement opportunities which will directly influence the client experience
- Work closely with the support function teams to ensure continuous enhancement in quality of service delivery to the clients via automation and artificial intelligence.
- Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project.
- Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business. What are we looking for Preferred Qualification
- Graduate and/or Post Graduate in any stream from recognized University.
- 7+ years in any contact center with at least 2+ years in HR contact center preferred
- Experience in Outsourcing Operations, preferably in Helpdesk Operations.
- Understanding and expert knowledge of Business Excellence, its methodology and functionality with a keen interest in and familiarity with technical systems. Knowledge and Skill Requirements
- Strong deductive reasoning, analytical, and problem solving skills.
- Excellent communication skills and ability to effectively communicate with various groups in Client team and within the organization.
- Extensive understanding of NGCO Services and processes.
- Understanding of entire NGCO products and offering.
- Demonstrated ability to effectively supervise team members Roles and Responsibilities:
- In this role you are required to do analysis and solving of moderately complex problems
- May create new solutions, leveraging and, where needed, adapting existing methods and procedures
- The person would require understanding of the strategic direction set by senior management as it relates to team goals
- Primary upward interaction is with direct supervisor
- May interact with peers and/or management levels at a client and/or within Accenture
- Guidance would be provided when determining methods and procedures on new assignments
- Decisions made by you will often impact the team in which they reside
- Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
- Please note that this role may require you to work in rotational shifts
