Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
Language - Ability:English(International) - Proficient
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 the relationship with enabling functions to Support Desk. This is done via SLAs, reviews, reporting tools and issue management. Own the Monthly Operating Review. Support the leadership and management Operations Centre in supplier, client and internal metrics management through analysis of issues and data, mature handling of issues between stakeholders and highlighting key problems in a timely manner Participate in the establishment and development of the operation, leveraging previous Operations experience in order to provide a differentiated service. Ensure delivery of commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.) to agreed Service Levels on a daily basis. Implement process improvements, initiate and design business process excellence improvements and drive Automations and Artificial Intelligence opportunities. Demonstrate, and seeks to deepen awareness of business / industry issues and drivers Procedural and Organization Design . Design and implement the procedures and principles for how the team will operate on a daily basis. Lead and manage the operations team Accountable for contribution of team in terms of delivery to deadlines /quality standards Allocate resources and responsibilities within team to deliver business results. Evaluate direct reports and may review the evaluations / development plans of others Responsible for staff development Staff planning to meet service requirements and involvement in recruitment process as necessary Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs Deal with any daily staffing issues Client Service .
What are we looking for Accountable for ongoing management of effective client service relationship within own area of responsibility, by acting as focal point of contact with senior client representatives. This includes Accenture internal stakeholders. Attending customer supplier meetings with client executives & senior managers reporting on delivery against service levels and ongoing operational matters Provide performance reports to Accenture / Client. Team Management Continuous Improvement Business Planning and Budgeting Performance Management Stakeholder Management Project Resource Management Operations Management Service Delivery
Roles and Responsibilities:
- Manage the relationship with enabling functions to Support Desk. This is done via SLAs, reviews, reporting tools and issue management. Own the Monthly Operating Review. Support the leadership and management Operations Centre in supplier, client and internal metrics management through analysis of issues and data, mature handling of issues between stakeholders and highlighting key problems in a timely manner
