Skill required: Omnichannel - Service Desk Voice Support
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global skilled 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? • Manage schedule adherence for self and team (call boards, AWS reports and phone).
• Partner with the Supervisor to provide performance quality counseling and coaching to ensure zero escalations errors.
• Perform Root Cause Analysis on service issues complaints.
• Assist in handling customer calls when calls are in queue and manage escalation calls.
• Identify training needs for team and individuals through monitoring
• Work with Supervisors to develop specific job aids as needs arise and provide floor support.
• Report results to management and maintain Business Excellence documents for the team.
• Work on callsemails as and when needed; recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? • Primary skill - Service Desk Voice Support - P4
• 3to5years of in-depth HR experience for any count