Senior Analyst - Delivery Operations

Delivery Operations Senior Analyst

Skill required: Supply Chain - Supply Chain Execution
Designation: Delivery Operations Senior Analyst
Qualifications:Under Gradudate
Years of Experience:2 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? In our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. The Delivery Operations Team Lead plays a pivotal role in driving the success of the program by leading day-to-day operations, guiding team performance, and strengthening client partnerships. This role offers the opportunity to make a direct impact through team leadership, workload planning, and hands-on problem-solving, while helping shape a high-performing, service-focused culture. The Team Lead mentors and develops logistics service representatives to achieve process adherence, productivity, and quality goals, while also overseeing daily database maintenance and troubleshooting. In addition, this position serves as a key communication link between the client and Accenture Management, helping support the client through proactive collaboration, strong relationships, and consistent operational excellence.
What are we looking for? Qualifications: • 2+ years of prior experience in a call center environment. • Fluency in English. • Sound analytical, problem solving and multi-tasking skills. • Excellent verbal, written and interpersonal communication skills. • Ability to perform duties with minimum direction. • Attention to details. • Proficiency in MS Word, Excel, PowerPoint. Education/Certification requirement: • Bachelor’s in appropriate field.
Roles and Responsibilities: • Demonstrate and adhere to company’s values. • Support their colleagues and is cooperative with the client. • Assist in tracking and controlling the key performance standards. • Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation. • Track and monitor the agents’ work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals. • Distribute the daily work of the team. • Escalate database issues. • Responsible for reporting on various activities: create and analyze Tier I & Tier II client reports (eg escalation files, logistic requests). • Communicate with both internal and external clients. • Act as a first point of contact for escalation from customers. • Escalate specific issues to the appropriate level of management. • Facilitate team communications. • Consistently implement and exceed the company s key performance indicators and quality standards. • Please note that this role may require you to work in flexible shifts