Customer Contact Comms Senior 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 HR Service Delivery Senior Analyst operates within a contact center environment, delivering high-quality HR support to employees across the airline organization. The role focuses on managing high-volume HR queries, supporting employee lifecycle transactions, and ensuring compliance with local regulations. The individual ensures exceptional employee experience through efficient query resolution, adherence to SLAs, and continuous improvement within HR helpdesk supporting airline operations.
What are we looking for? • Strong experience in HR contact center / shared services environment with understanding of SLA/KPI-driven delivery (AHT, FCR, CSAT) • Knowledge of Australian employment regulations (Fair Work Act, Awards, EBAs) • Familiarity with airline workforce dynamics (crew operations, shift patterns, fatigue management basics) • Experience with HRIS systems (Workday, SAP, SuccessFactors) and case management tools (ServiceNow, Zendesk, etc.) • Excellent communication and call handling skills with strong customer focus • Ability to manage high-volume, time-sensitive queries with accuracy and empathy • Strong stakeholder handling across contact center teams, HR, and airline operations • Analytical mindset to interpret query trends, escalation patterns, and service metrics • Understanding of data privacy and handling sensitive employee information in Australia •Graduate in any discipline "•Relevant years of experience in HR Service Delivery / HR contact center / shared services • Experience in high-volume, SLA-driven environments • Exposure to airline, aviation, or large operations-driven industries preferred"
Roles and Responsibilities: •• Handle high-volume HR queries via contact center channels (calls, chat, portal) for airline employees (crew, ground staff, engineering) • Deliver HR support aligned to strict SLAs and KPIs (AHT, FCR, CSAT) in a fast-paced environment • Manage employee lifecycle queries (onboarding, payroll, leave, contracts) in a shift-based, unionized workforce • Support HR operations during IRROPS (flight disruptions, delays, crew shortages) ensuring rapid query resolution • Ensure compliance with Australia Fair Work Act, Modern Awards, EBAs, and airline-specific HR policies • Maintain accuracy in HR systems and update cases within ticketing / case management tools • Collaborate with HRBPs and operations teams to resolve complex/escalated cases • Identify trends in employee queries and drive process improvements and knowledge base enhancements • Ensure adherence to contact center quality standards, call audits, and compliance checks •"Must be open to Australian shift timings: (9 am to 5 pm) Australian time"