Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? The HR Service Delivery Senior Analyst operates within a contact center environment, delivering high-quality HR support to employees across the airline organization. The role focuses on managing high-volume HR queries,



supporting employee lifecycle transactions, and ensuring compliance with local regulations. The individual ensures exceptional employee experience through efficient query resolution, adherence to SLAs, and continuous improvement within HR helpdesk supporting airline operations.

What are we looking for?

Strong experience in HR contact center / shared services environment with understanding of SLA/KPI-driven delivery (AHT, FCR, CSAT)
Knowledge of Australian employment regulations (Fair Work Act, Awards, EBAs)
Familiarity with airline workforce dynamics (crew operations, shift patterns, fatigue management basics)
Experience with HRIS systems (Workday, SAP, SuccessFactors) and case management tools (ServiceNow, Zendesk, etc.)
Excellent communication and call handling skills with strong customer focus
Ability to manage high-volume, time-sensitive queries with accuracy and empathy
Robust stak

📌 Customer Contact Comms Senior Analyst-Voice (India)
🏢 Accenture in India
📍 India