Customer Contact Comms Analyst-Voice

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 flexible 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