Customer Contact Comms Senior Analyst-Voice at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Customer ServiceIndustries

Requirements

Any Graduation
5 to 8 years of experience
Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
Experience in a supervisory or team lead role, with strong leadership, coaching, and mentoring skills
Excellent communication, interpersonal, and conflict-resolution skills
C1 English Level
Experience with SAP and Salesforce, workforce management tools and KPI dashboards
Ability to thrive in a fast-paced, target-driven environment
Certifications in customer service or leadership (a plus)

Responsibilities

Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
Monitor and manage day-to-day operations across all communication channels
Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
Review team and individual performance data, identify trends, and drive continuous improvement
Prepare and present daily/weekly/monthly performance reports
Create concise and impactful operational briefing decks for stakeholder meetings
Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
Manage team schedules, attendance, and adherence to shift timings
Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
Foster a positive, inclusive, and high-performing team culture
Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Skills

Omnichannel

Customer Communications

Call Center Operations

Team Leadership

Customer Support

Complaint Handling

Order Processing

Return Processing

KPI Management

Analytical Thinking

Cross-Functional Collaboration

Inbound Calls

Outbound Calls

Email Support

Chat Support

Social Media Support

SMS Support

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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