Senior Business Advisory Analyst - Customer Operations

Business Advisory Senior Analyst-Messaging

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory 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 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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! 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? Attention to detail with a process-oriented mindset High level of discretion and sound judgment in handling sensitive accounts Effective written communication skills and documentation abilities Ability to work independently and manage time efficiently across multiple workflows Knowledge or experience of having used enterprise business suites Manual product activation Account review & risk flagging Program audit & policy adherence English language competency Shareholder communications Documentation and Justification
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 •Product Activations Manually review and process product activation requests within a defined product suite Validate eligibility criteria and ensure all activation guidelines are met Log and document all activation decisions with accuracy and compliance checks Program Maintenance Conduct routine and ad-hoc account reviews for participating non-profits Identify and process account rejections, suspensions, and re-validations based on predefined quality and fraud-risk criteria Document all actions taken in internal systems and escalate questionable cases as per SOPs Support for Initiatives & Special Projects Provide operational support for onboarding new programs or partners Participate in one-time deep-dive investigations into anomalies or specific request categories Collaborate with cross-functional teams to execute special project deliverables tied to product operations