Delivery Operations Senior Analyst Messaging at Accenture

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Sales, Customer SupportIndustries

Requirements

Any Graduation
5 to 8 years of experience
Proactive and inquisitive with clear and precise communication skills (written and oral)
Market/vertical knowledge of Retail and Sales
Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics, upsell/cross-sell
Analytical skills with an eye for detail
Assertive, able to influence people, probe for responses, and empathize with customers
Team Building skills - ability to coach, connect, and motivate team members
Skill in Next Generation Customer Operations - Service Desk Non-Voice Support

Responsibilities

Manage project & client SLAs/KPIs
Manage a team of 15 FTE and set of Team Leaders
Drive employee morale, performance, and productivity
Manage shrinkages and attrition as per the capacity plan
Provide weekly coaching, feedbacks, and 1-1s to improve agent performance
Mentor and groom direct reportees on goal setting, RCA, and coaching methodology
Align with Customer Support vertical to manage/resolve customer queries, handle escalations and complaints, provide best resolutions, and close faults/complaints within SLA
Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on defined scope of support for non-voice interactions (email, web, chat)
Manage unplanned interruptions to restore normal service operations as quickly as possible
Perform analysis and solving of increasingly complex problems
Interact with peers within Accenture, clients, and/or Accenture management
Work with minimal instruction on daily tasks and moderate instruction on new assignments
Make decisions impacting own work and potentially others
Act as individual contributor, oversee small work efforts and/or team
Work in rotational shifts

Skills

Service Desk

Non-Voice Support

Team Leadership

Customer Experience

Chat Support

Voice Support

Upsell

Cross Sell

Analytical Skills

SLAs

KPIs

Coaching

RCA

Retail

Sales

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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