Customer Contact Comms Senior Analyst

Skill required: Omnichannel - Service Desk Voice Support
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? • 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. • Manage the service delivery team, strengthen operating practices and identify opportunities that improve client service and value. • As part of the management team, meet SLAs, targets and objectives through effective staff management. Serve as a subject matter expert for Workday Payroll and Workday Talent Management and guide complex or escalated voice interactions. • Complex and escalated voice calls, Workday Payroll Accounting, Employee Services and Workday Talent Management • Any graduate or postgraduate degree from a government recognized university • 5 to 8 years, including at least 2 to 3 years in team and client stakeholder management • Human Resources, Voice, Workday Payroll and Workday Talent Management
What are we looking for? • Core Competencies & Personal Attributes • • Strong leadership, people management, analysis, problem solving, conflict resolution and decision making. • • Effective planning, organization, communication, teamwork and data management with accuracy and quality. • • Customer focused, culturally aware and professional in difficult situations. • Working Dimensions • • Handle escalated calls, support onshore, offshore and client teams, and work rotational 24 x 7 shifts with travel as required.
Roles and Responsibilities: • • • Manage performance, staffing, service delivery, team expectations and operational meetings. • • Partner with clients and onshore teams on processes, escalations, stakeholder needs and metric changes. • • Improve productivity, quality and cost through best practices and Business Excellence. • People Management Responsibilities • • Manage Level 11 to Level 13 staff, requiring at least 2 years of people management experience. • • Coach, motivate and train employees; set expectations, review results, address gaps and provide feedback. • • Recognize strong performance and run reward programs. • Client and Customer Responsibilities • • Build client relationships, improve productivity, meet SLAs and support visits and business meetings. • HR Domain Responsibilities (Workday Payroll & Talent Management) • Domain Experience & Knowledge • • Have 5 to 7 years of HR, payroll, employee services and workforce administration experience in the US, UK, Europe or India. • • Know key payroll laws and forms, including W4, W2, P60, P45, P11D, Final Paycheck Law and state reciprocal agreements. • • Use SAP, Workday or PeopleSoft, preferably Workday Payroll and Talent Management; HR or payroll certification is desirable. • Delivery, Controls & Operational Excellence • • Deliver accurate payroll and talent services within time, quality and cost targets. • • Perform reconciliations, variance, net pay, duplicate payment and input output controls. • • Track SLAs, OLAs and KPIs; report results, maintain dashboards and drive Operational Excellence. • • Escalate risks and maintain plans, estimates, schedules, issues and agreements. • Continuity, Analysis & Knowledge • • Maintain and test continuity and recovery plans with BCM and Local IT. • • Perform root cause analysis and corrective and preventive actions. • • Learn client rules, complete knowledge transfer and become a People Relations expert within four months. • • Use VLOOKUP and Pivot tables and communicate clearly.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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