Customer Contact Comms Senior Analyst

Skill required: Voice - Service Desk Voice Support


Designation: Customer Contact Comms Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 years




What would you do
A Senior Analyst 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. The Senior Analyst will work as part of the management team striving to meet all SLAs, targets and objectives through effective staff managementManage Operations from process & measurement standpointMaintain regular communications with team on departmental and individual level performance expectations

Work with client/Account Executive/Onshore team to define process and proceduresSet and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basisConduct 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 providedDevelop reward and recognition programs for teamsManage escalated customer enquiries / complaintsStrong analytical and data management skills

Analyse and propose process improvements consistently

Strong focus on peopleShare best practices across the process & facilitate process improvements/cost reduction initiativesInteract and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics

Drive Business Excellence


What are we looking for
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 teamPeople 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 Call handling skills (handling complex & escalated calls)

Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation24*7Flexible to Travel onshore if requiredAble to work on a flexible basis as determined by the business needs

Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role )

Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Direct reports:Level 11 to Level 13

Qualification

Any Graduation