Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Communications
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 699,000 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. Candidate who is good in email and chat process, who is good in typing is what is preferred here Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. Team lead will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Team lead will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management
What are we looking for? "•Have supervisory knowledge or significant specialist skills have client stakeholder experience and are responsible for managing the team s workload distribution, ensuring that all metrics are met, and issues are escalated. 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 & Organisation skills • Motivation Skills" "• Prior international BPO work experience in team management role is mandatory (minimum with 2-3 years of Team lead experience )" "• Call handling skills (handling complex & escalated calls) • Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation • 24*7 • Flexible to Travel onshore if required • Able to work on a flexible basis as determined by the business needs" "• Prior international BPO work experience in team management role is mandatory (minimum with 2-3 years of Team lead experience )"
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/Account Executive/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 • Analyse 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 Business Excellence" "• Direct reports: Level 11 to Level 13 • 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 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"

Any Graduation