Senior Customer Contact Communications Analyst - Voice

Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms 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? • The Team Lead will be responsible for the management of a team of agents, for single or multiple clients that continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Delivers customer satisfaction which exceeds expectations and achieves target of contribution and profit margins. • The Team Lead will work as part of the management team striving to meet all Service levels, targets and objectives through effective staff management.
What are we looking for? •5-6 years outsourcing operations experience ,including 1+ year(s) experience in Team Handling role •Call handling skills (handling complex & escalated calls) Coaching skills Supports Client organization, both on-shore and off-shore Teams, Customer Relationship team and retained client organization 24*7 Flexible to Travel onshore if required Able to work on a flexible basis as determined by the business needs Core Competencies Aptitudes (functional skills) • People management • Drives issues to resolution and good problem-solving skills • Good interpersonal skills • Good administration skills • Comfortable with responding to requests from all levels of the organization • Team Player • Positive Mindset • Planning & Organization skills • Motivation Skills Other Expectations • Excellent spoken & written English skills • Knowledge of personal computers and Windows, Word, Excel, PPT and E-mail software
Roles and Responsibilities: •Operational Responsibilities • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/BAE/Onshore team to define process and procedures • Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis • Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. • Ensure performance and attendance issues and addressed promptly and consistently. • Assist with scheduling and forecasting of staff to maintain optimal service provided • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyze and propose process improvements consistently • Strong focus on people • Share best practices across the process & facilitate process improvements/cost reduction initiatives • Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics • Drive Operational excellence Commercial and Financial Responsibilities • Provide high quality helpdesk services to the Client, ensuring that contractual Accenture Service Levels and service obligations are met for the work within scope of the role • Identify opportunities to improve quality of operations • Enhance knowledge of client’s products and services within contact center • Optimum Resource utilization & workforce planning •People Management Responsibilities • Direct reports: Level 13 to 11 • Strong leadership and management ability • Determine training needs for the team members • Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations. Client Customer Responsibilities • Client Relationship Building • Drive productivity in the respective process • Managing day-to-day operations based on SLAs • Ensures seamless delivery of services and manages all aspects of operational team