Delivery Operations Senior Analyst-Messaging at Accenture

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, Customer OperationsIndustries

Requirements

Any Graduation
5 to 8 years of experience
Skill in Next Generation Customer Operations - Service Desk Non-Voice Support
Process & Client Handling skills
People Management skills
Ability to analyze and solve increasingly complex problems
Managing People & Client management role
Willingness to work in rotational shifts

Responsibilities

Manage/resolve customer queries, handle escalations and complaints of dissatisfied customers, and provide best resolutions
Close faults and complaints within SLAs
Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on defined scope of support
Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions (email, web, chat)
Transform customer support from a necessary function into a value-generating strategic differentiator
Conduct day-to-day interactions with peers within Accenture, some interaction with 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 the work of others
Act as an individual contributor, oversee small work efforts and/or teams

Skills

Key technologies and capabilities for this role

Service DeskNon-Voice SupportIncident ManagementTroubleshootingClient ManagementProcess HandlingPeople ManagementProblem AnalysisSLA ManagementEscalation HandlingEmail SupportChat SupportCustomer Support

Questions & Answers

Common questions about this position

What is the required experience level for this role?

The position requires 5 to 8 years of experience.

What are the key skills needed for this Delivery Operations Senior Analyst position?

Key skills include process and client handling, people management, and analysis and solving of complex problems.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What shift arrangements are there for this role?

The role may require you to work in rotational shifts.

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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