Bus & Technology Delivery Senior Analyst at Accenture

Kolkata, West Bengal, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

Any Graduation/12th/PUC/HSC
Minimum of 3 years of experience in customer service and/or call center environment (Note: Job specifies 5-8 years overall)
Ability to handle disputes
Hands-on experience with trouble-shooting
Problem-solving skills
Written and verbal communication skills
Strong skills in Excel and MIS reports for preparing management reports and analysis

Responsibilities

Manage and operate telephony systems, preferably in a cloud-based environment
Prepare and handle documentation related to telephony operations and projects
Oversee team activities, provide guidance, and deliver training to team members
Monitor and manage dialer operations, inbound and outbound (including preview, predictive, and auto-dial modes)
Identify and resolve issues, perform root cause analysis, and implement effective solutions
Handle tickets and escalations efficiently to ensure timely resolution
Collaborate with cross-functional teams to understand and implement requirements
Manage new and existing projects, including program design and execution
Oversee and manage IVR (Interactive Voice Response) and IVA (Intelligent Virtual Assistant) platforms
Lead and execute change management projects to ensure smooth transitions
Continuously improve existing processes for enhanced efficiency and performance
Manage vendor relationships and interactions to ensure service quality
Apply basic AI concepts to enhance telephony operations and processes
Work collaboratively as part of a team to achieve organizational goals
Manage/resolve customer queries, handle escalations and complaints, and close faults/complaints within SLAs
Prepare management reports and analysis (recurring and ad-hoc), tracking business performance through data and insights

Skills

Marketing Operations

Customer Service Technology

Service Supply Chain

BPaaS

Managed Services

Voice Support

Business Process

Supply Chain Management

Customer Experience

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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