Customer Service Senior Analyst at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, OperationsIndustries

Requirements

Any Graduation/Post Graduation from Govt. recognized universities
5 to 8 years of experience
Expert level German language ability
Prior international BPO work experience in team management role (minimum 1 year Team Handling role)
HR domain experience essential, with strong knowledge of HR processes, policies, and core functions
Call handling skills (handling complex & escalated calls)
Core competencies: 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 & Organisation skills, Motivation Skills
Strong analytical and data management skills
Strong leadership and management ability
Flexible to work 24*7 and travel onshore if required
Able to work on a flexible basis as determined by business needs

Responsibilities

Manage Operations from process & measurement standpoint
Maintain regular communications with team on departmental and individual level performance expectations
Work with client/Account Executive/Onshore team to define process and procedures
Set and assess representative’s 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
Analyse and propose process improvements consistently
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 Business Excellence
People Management: Direct reports Level 11 to Level 13, Determine training needs for the team members, Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations
Client Customer Responsibilities: 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 team
Analysis and solving of increasingly complex problems
Day to day interactions with peers within Accenture, some interaction with clients and/or Accenture

Skills

Language Translation

Customer Service

German

Process Management

Performance Management

Data Analysis

Analytical Skills

Team Management

Scheduling

Forecasting

Process Improvement

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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