Service Delivery Ops Senior Analyst

Job Description

Skill required: Next Generation Customer Operations - Customer Service TechnologyDesignation: Service Delivery Ops Senior AnalystQualifications: Any GraduationYears of Experience: 5 to 8 yearsLanguage - Ability: Spanish - ProficientAbout AccentureAccenture 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 worlds 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.comWhat would you doYou will be aligned with our Customer Support vertical and help us in managing/resolving customers queries, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the faults and complaints within SLAs. A transformation from a necessary function for resolving customer problems into a value-generating service that is a strategic differentiator in the market.

• Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
• In this role, you are required to do analysis and solve 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.

Key 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

What are we looking for

• Manage Operations from a process & measurement standpoint.
• Maintain regular communications with the team on departmental and individual level performance expectations.
• Work with client/BAE/Onshore team to define process and procedures.
• Set and assess representatives 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 are 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 stakeholders to effectively manage process changes/metrics.
• Drive Operational excellence.
• Excellent spoken & written Spanish skills.
• Knowledge of personal computers and Windows, Word, Excel, PPT, and E-mail software.

Roles and Responsibilities:

• Provide high-quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role.
• Identify opportunities to improve the quality of operations.
• Enhance knowledge of clients products and services within the contact center.
• Optimum resource utilization & workforce planning.
• 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 Relationship Building.
• Drive productivity in the respective process.
• Managing day-to-day operations based on SLAs.
• Ensure seamless delivery of services and manage all aspects of the operational team.

Locations:Gurgaon

Keyskills :
customer service technology problem solving skillspeople management data management team leadership scheduling action operational excellence resource utilization cost reduction initiatives planning