Delivery Operations Senior Analyst-Voice

Skill required: Omnichannel - Customer Service Technology

Designation: Delivery Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years


What would you do

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.The Service Delivery Sr Analyst is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility. This job also exercises consistent judgment and discretion with work directly related to management policies Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels.Responsibilities/Authorities

Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team

Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

May perform data entry or other client related tasks in various systems, as required Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner

What are we looking for

Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)

Act as subject matter expert for team members, peers and/or clients as assigned

May act as a point of contact for senior client representatives

Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed

Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements

Required to direct work within clear budget guidelines

Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project s overtime needs

Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

Assist with providing operational statistics and escalate operational issues to supervisor Additional Project Specific Responsibilities (1-3 bullets; optional): Adaptable to:oOn-site work set up; oReporting to any Accenture site (within the city:Metro Manila, Cebu);oShifting work schedules Comfortable with handing the end-to-end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities Project-specific requirements

Cyclical work shift including work hours at night.

Overtime and On-Call required

Roles and Responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

Qualification Any Graduation