Measurement and Reporting Associate

Measurement and Reporting Associate

Skill required: Next Generation Customer Operations - IT Troubleshooting
Designation: Measurement and Reporting Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 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. • a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market • A form of technology problem solving, often applied to repair failed products or processes on a machine or a system.
What are we looking for? • Primary skill - IT Troubleshooting - P1 • Secondary skill - Reporting Analytics - P1
Roles and Responsibilities: • In this role you are required to solve routine problems, largely through precedent and referral to general guidelines. • Your expected interactions are within your own team and direct supervisor. • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments. • The decisions that you make would impact your own work. • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work. • Please note that this role may require you to work in rotational shifts • o Real-Time Monitoring: Monitor live operational metrics like call volumes, agent status, and service levels. • o Service Level Agreement (SLA) Adherence: Ensure that service level agreements are being met and take action • to address any deviations. • o Data Analysis: Analyze real-time data to identify trends, predict staffing needs, and suggest improvements to • workforce management practices. • o Performance Management: Monitor employee adherence to schedules, track attendance, and address any • deviations. • o Reporting and Analysis: RTAs generate reports on various workforce management metrics, including • attendance, adherence, and productivity. • o Collaboration: Work closely with operations teams, supervisors, and other stakeholders to ensure operational • efficiency. • o Problem Solving: Identify and address issues that impact service levels, working with relevant teams to find • solutions. • o Communication: Communicate effectively with team members and stakeholders, keeping them informed • about real-time performance and potential issues.