Customer Service Senior Analyst

2 Months ago • 5-8 Years • Customer Service

Job Summary

Job Description

A Senior Analyst will manage a team, improve operating practices, and deliver value-added opportunities to optimize client service. They will work within the management team to meet SLAs, targets, and objectives through effective staff management. Key responsibilities include managing operations from a process and measurement perspective, maintaining communication with the team on performance, working with the client to define processes, setting performance expectations, conducting team briefings, addressing performance and attendance issues, assisting with staff scheduling and forecasting, developing reward programs, managing escalated customer inquiries, and driving business excellence. Additionally, the role involves strong leadership, determining training needs, coaching individuals, building client relationships, driving productivity, and ensuring seamless service delivery. They also need to be good in communication and has good knowledge on metrics of Customer Support Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
Must have:
  • People management
  • Problem-solving skills
  • Good interpersonal skills
  • Good administration skills
  • Team Player
  • Call handling skills (handling complex & escalated calls)
  • Strong analytical and data management skills
Good to have:
  • Planning & Organisation skills
  • Motivation Skills

Job Details

Skill required: Voice - Service Desk Voice Support
Designation: Customer Service 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 699,000 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? A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? • People management • Drives issues to resolution and good problem-solving skills • Good interpersonal skills • Good administration skills • Comfortable with responding to requests from all levels of the organization • Team Player • Positive Mindset • Planning & Organisation skills • Motivation Skills • Call handling skills (handling complex & escalated calls) • Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation • 24*7 • Flexible to Travel onshore if required • Able to work on a flexible basis as determined by the business needs
Roles and Responsibilities: Operational Responsibilities • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/Account Executive/Onshore team to define process and procedures • Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis • Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. • Ensure performance and attendance issues and addressed promptly and consistently. • Assist with scheduling and forecasting of staff to maintain optimal service provided • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyse and propose process improvements consistently • Strong focus on people • Share best practices across the process & facilitate process improvements/cost reduction initiatives • Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics • Drive Business Excellence •People Management Responsibilities • Direct reports: Level 11 to Level 13 • Strong leadership and management ability • Determine training needs for the team members • Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations Client Customer Responsibilities • Client Relationship Building • Drive productivity in the respective process • Managing day-to-day operations based on SLAs • Ensures seamless delivery of services and manages all aspects of operational team

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About The Company

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 . Accenture helps organizations deliver on their promises to stakeholders and provide exceptional value. They help to improve the way that the world works and lives.

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