AccentureCustomer Contact Comms Analyst
Required skills for this role
Contact Center Quality MonitoringCritical ThinkingCustomer Service ManagementOperational ExcellenceProcess ImprovementsService Desk Voice SupportService Quality Management
About this role
Skill required: Omnichannel - Service Desk Voice Support
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? • 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. • Candidate who is good in email and chat process who is good in typing is what is preferred here • • Hands on experience with ticket-tracking tools like SNOW, SIEBEL, WQM, ASKHR. • • Hands on knowledge of CISCO telephony management. • • Hands-on knowledge of ERP such as SAP, Oracle, PeopleSoft or SuccessFactors, and working knowledge of payroll systems (e.g., Oracle, Kronos). • • Knowledge of Applicant Tracking Systems like ATAS or Red Carpet or Taleo or Workday. • • Comfortable with MS Office (Word,Excel,PPT)
What are we looking for? • • Analysis and solving of lower complexity problems. • • Day to day interaction is with peers within Accenture before updating supervisors, with limited exposure to clients and or Accenture management. • • Receives moderate instruction on daily work and detailed instructions on new assignments. • • Decisions impact own work and may impact the work of others. • • Operates as an individual contributor within a team, with a focused scope of work. • • This role may require working in rotational shifts.• • Strong customer service and communication skills (written & verbal). • • Ability to work in a fast-paced, confidential, time-sensitive environment with excellent organizational and follow up skills. • • Technically sound with the ability to navigate multiple systems to research, track and resolve issues, and to troubleshoot user technologies. • • Strong problem solving, conflict resolution and decision making skills with a high sense of urgency. • • Ability to handle difficult situations with professionalism and sensitivity. • • Multi-cultural awareness, a passion for customer service and a positive
Roles and Responsibilities: • • Monitor schedules, workloads, service levels and team performance. • • Coach team members, address quality concerns and prevent escalations. • • Review service issues, identify root causes and support corrective actions. • • Handle calls, emails and escalations when operational support is required. • • Identify training needs, create job aids and provide floor support. • • Report results, maintain required documents and promote continuous improvement. • HR Domain Responsibilities (Workday Payroll & Talent Management) • Domain Experience & Knowledge • • Apply strong knowledge of human resources, payroll and talent processes. • • Use relevant business systems and enterprise applications effectively. • • Maintain awareness of applicable payroll rules, controls and compliance needs. • Process Delivery as SME • • Manage payroll and talent processes accurately and within agreed timelines. • • Complete inputs, checks, reconciliations, reports, inquiries and periodic activities. • • Resolve process queries and guide team members as a subject matter expert. • • Coordinate with relevant stakeholders and follow actions through to closure. • Controls, Documentation & Improvement • • Follow procedures, maintain documentation and support compliance controls. • • Analyze issues, recommend corrective actions and improve process efficiency. • • Prepare daily reports, support work allocation and maintain accurate data. • • Support knowledge transfer, training and process changes. • • Provide timely operational support and resolve process issues.
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? • 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. • Candidate who is good in email and chat process who is good in typing is what is preferred here • • Hands on experience with ticket-tracking tools like SNOW, SIEBEL, WQM, ASKHR. • • Hands on knowledge of CISCO telephony management. • • Hands-on knowledge of ERP such as SAP, Oracle, PeopleSoft or SuccessFactors, and working knowledge of payroll systems (e.g., Oracle, Kronos). • • Knowledge of Applicant Tracking Systems like ATAS or Red Carpet or Taleo or Workday. • • Comfortable with MS Office (Word,Excel,PPT)
What are we looking for? • • Analysis and solving of lower complexity problems. • • Day to day interaction is with peers within Accenture before updating supervisors, with limited exposure to clients and or Accenture management. • • Receives moderate instruction on daily work and detailed instructions on new assignments. • • Decisions impact own work and may impact the work of others. • • Operates as an individual contributor within a team, with a focused scope of work. • • This role may require working in rotational shifts.• • Strong customer service and communication skills (written & verbal). • • Ability to work in a fast-paced, confidential, time-sensitive environment with excellent organizational and follow up skills. • • Technically sound with the ability to navigate multiple systems to research, track and resolve issues, and to troubleshoot user technologies. • • Strong problem solving, conflict resolution and decision making skills with a high sense of urgency. • • Ability to handle difficult situations with professionalism and sensitivity. • • Multi-cultural awareness, a passion for customer service and a positive
Roles and Responsibilities: • • Monitor schedules, workloads, service levels and team performance. • • Coach team members, address quality concerns and prevent escalations. • • Review service issues, identify root causes and support corrective actions. • • Handle calls, emails and escalations when operational support is required. • • Identify training needs, create job aids and provide floor support. • • Report results, maintain required documents and promote continuous improvement. • HR Domain Responsibilities (Workday Payroll & Talent Management) • Domain Experience & Knowledge • • Apply strong knowledge of human resources, payroll and talent processes. • • Use relevant business systems and enterprise applications effectively. • • Maintain awareness of applicable payroll rules, controls and compliance needs. • Process Delivery as SME • • Manage payroll and talent processes accurately and within agreed timelines. • • Complete inputs, checks, reconciliations, reports, inquiries and periodic activities. • • Resolve process queries and guide team members as a subject matter expert. • • Coordinate with relevant stakeholders and follow actions through to closure. • Controls, Documentation & Improvement • • Follow procedures, maintain documentation and support compliance controls. • • Analyze issues, recommend corrective actions and improve process efficiency. • • Prepare daily reports, support work allocation and maintain accurate data. • • Support knowledge transfer, training and process changes. • • Provide timely operational support and resolve process issues.