Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do The HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user.

What are we looking for "
- Hands-on experience with Ticket tracking tools like Zendesk, ServiceNow, Salesforce

- Hands on knowledge on Workday

- Working knowledge of payroll systems (e.g. WDP, Workday,SAP, Kronos)

- Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook)

- Sound knowledge of Australian Laws

- Excellent verbal and written communication skills

- Typing speed 50 words per minute

- Able to work on a adaptable basis as determined by the business needs

- Ability to work under pressure

- Team worker

- Positive Attitude

- Quick Learner

- Punctual and Disciplined

- Good Communication skills

- Customer Focussed

- Results driven

- High standards of Integrity

- Attention to detail
"

- Graduate in any discipline
"




- Relevant years Human Resource experience with similar background

- Prior international BPO work experience preferred
Prior experience of working with Australian clients would be preferred."

Roles and Responsibilities:
- "
- Manage and Inspire Team Results

- Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone)

- Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors

- Perform RCA on service issues / complaints

- Assist in handling customer calls when calls are in queue.

- Identify training needs for team and individuals through monitoring, escalations and desk reviews.

- Work with Supervisors to develop specific job aides as needs arise.

- Provide floor Support

- Report results to management

- Maintain BE related documents for the team

- Manage escalation calls

- Will need to be working on calls/emails as and when needed

- Recognize and reward positive behavior, results, etc.

- Motivate and inspire continuous improvements
""Must be open to Australian shift timings:
(9 am to 5 pm) Australian time"

Qualification Any Graduation

📌 Customer Contact Comms Analyst-Voice (Mumbai)
🏢 Accenture
📍 Mumbai