Skill required: Voice

• Service Desk Voice Support

Designation: Customer Service Senior Analyst

Qualifications: Any Graduation **Years of Experience:**5 to 8 years Language - Ability: English(International) - Proficient 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

• 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

• 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

• 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

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
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  Flexible to Travel onshore if required
  Able to work on a flexible basis as determined by the business needs

• 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 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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.