Customer Contact Communications Analyst - Voice

Customer Contact Comms Analyst-Voice

Skill required: Omnichannel - Customer Communications
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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? The Customer Service Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user.
What are we looking for? • Any graduate from Govt. recognized universities Experience Profile • 2 + years experience with similar background • Prior international BPO work experience preferred • Hands-on experience with Ticket tracking tools • Hands on knowledge in telephony management • Hands on knowledge on ERP • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) • Excellent verbal and written communication skills • Strong Customer Service and communication skills (both written & verbal). • Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus • Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users. • Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity. • Flexible to work night/rotational shifts and weekends. • Ability to speak English fluently.
Roles and Responsibilities: • Manage and Inspire Team Results • Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) • Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors • Perform RCA on service issues / complaints • Assist in handling customer calls when calls are in queue. • Identify training needs for team and individuals through monitoring, escalations and desk reviews. • Work with Supervisors to develop specific job aides as needs arise. • Provide floor Support • Report results to management • Maintain BE related documents for the team • Manage escalation calls • Will need to be working on calls/emails as and when needed • Recognize and reward positive behavior, results, etc. • Motivate and inspire continuous improvements