Inbound Sales Management Senior Analyst

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Inbound Sales Management 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? 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. • Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately • May perform data entry or other client related tasks in various systems, as required • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner • May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency • Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases • Prepare and analyze complex reports/information and formulate conclusions • Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement 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? • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed • Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements • Required to direct work within clear budget guidelines • Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs • Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables • Assist with providing operational statistics and escalate operational issues to supervisor • Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content • May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives • • Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects • Manage numerous, complex projects requiring high level capabilities with minimal supervision • Identify opportunities to position the best product and offers to sell or upgrade through effective questioning, account research and navigation, attention to details and free information derived from the tools and conversation. • Exhibit high proficiency on fluency, listening, probing, and comprehension skills to effectively assist customers get the best product fit for their needs and lifestyle. • Recommend new products, packages, upsells, and cross-sells that match customer needs, generating additional revenue. • Use tools appropriately to assess the amount owed on the account, including the aging and reasons for non-payment details. • Understand the customer’s circumstances through active listening and probing questions to assess the best solution to recover and cure debt.
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts