Skill required: Employee Services - Contact Centre - Contact Center Quality Monitoring

Designation: HR Service Delivery Specialist

Qualifications:Any Graduation/Bachelor of Laws/Master of Business Administration

Years of Experience:7 to 11 years

What would you do CF OperationsEmployee Services - Contact Centre provides support and assistance to employees through a dedicated helpdesk or call center. This includes answering questions about HR policies, resolving issues related to payroll and benefits, and providing information on company procedures. The goal is to offer quick and efficient support to employees.

It helps ensure that employees have access to the information and help they need. Effective contact center services contribute to a positive employee experience.Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities.Design and implement quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty and agent retention.

What are we looking for- HR Process Design





- HR Delivery Strategy

- HR Policy Development Maintenance
- Ability to establish strong client relationship

- Ability to handle disputes
- Ability to manage multiple stakeholders

- Ability to perform under pressure

- Written and verbal communication

Roles and Responsibilities:

- In this role you are required to do analysis and solving of moderately complex problems

- May create new solutions, leveraging and, where needed, adapting existing methods and procedures
- The person would require understanding of the strategic direction set by senior management as it relates to team goals

- Primary upward interaction is with direct supervisor

- May interact with peers and/or management levels at a client and/or within Accenture

- Guidance would be provided when determining methods and procedures on current assignments

- Decisions made by you will often impact the team in which they reside

- Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

- Please note that this role may require you to work in rotational shifts

Qualification Any Graduation,Bachelor of Laws,Master of Business Administration

📌 HR Service Delivery Specialist (Mumbai)
🏢 Accenture
📍 Mumbai