Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
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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 solid customer focus • Ability to manage high-volume, time-sensitive queries with accuracy and empathy • Stron

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