Senior Analyst - Delivery Operations (Customer Support & Messaging)

Delivery Operations Senior Analyst-Messaging

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support
Designation: Delivery Operations 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! 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 non-voice interactions like email, web and chat.
What are we looking for? Bachelor s Degree with 2 - 4 years of full-time experience in contract and operations management. ? Must be a clear communicator, with attention to detail. ? Ability to manage complex projects. ? Ability to handle large data sheets. ? Proficient in Google sheets. ? Experience in working with global teams. ? Excellent verbal and written communication. Desired/Added advantage ? Hands on experience with managing purchase orders, requisitions, & invoices. ? Finance/quantitative background. ? Metrics design and data visualisation. ? Documentation management. ? Legal awareness or expertise
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 •? Manages operational tasks for the program, such as budget management, queue management, and data analysis. ? Managing processes on a transactional level. Along with sharing guidance for requisition & invoicing. ? Act as an interface between Client company and CTS to ensure timely assistance ? Deliver any assigned adhoc tasks within SLA. ? Collaborate globally to achieve targets on throughput and accuracy. ? Partner with the client to maintain up-to-date documentation, including SOPs, STPs, and DTPs. ? Handle legal triaging to manage contract types. ? Assist in review, and execute a wide range of agreements/contracts. ? Identify and flag any ambiguous, omitted, or potentially inaccurate statements in contract drafts. ? Conduct thorough risk assessments of contract terms and conditions to identify potential liabilities, compliance issues, or unfavourable clauses as per the client directive. ? Ensure all contracts comply with applicable local, national, and international laws, regulations, and industry standards.