Gurgaon - Service Delivery Ops Senior Analyst

Designation: Service Delivery Ops Senior Analyst

About Accenture

Our 699,000 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.

• 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
• People management
• Drives issues to resolution and good problem-solving skills
• Good interpersonal skills
• Good administration skills
• Comfortable with responding to requests from all levels of the organization
• Team Player
• Positive Mindset
• Planning & Organization skills
• Motivation Skills

• Maintain regular communications with team on departmental and individual level performance expectations
• Work with client/BAE/Onshore team to define process and procedures
• Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis
• Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.
• Ensure performance and attendance issues and addressed promptly and consistently.
• Assist with scheduling and forecasting of staff to maintain optimal service provided
• Develop reward and recognition programs for teams
• Manage escalated customer enquiries / complaints
• Strong analytical and data management skills
• Analyze and propose process improvements consistently
• Strong focus on people
• Share best practices across the process & facilitate process improvements/cost reduction initiatives
• Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics
• Drive Operational excellence
• Excellent spoken & written Spanish skills
• Knowledge of personal computers and Windows, Word, Excel, PPT and E-mail software

• Identify opportunities to improve quality of operations
• Enhance knowledge of client’s products and services within contact center
• Optimum Resource utilization & workforce planning
• Direct reports: Level 13 to 11
• Strong leadership and management ability
• Determine training needs for the team members
• Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations
• Client Relationship Building
• Drive productivity in the respective process
• Managing day-to-day operations based on SLAs
• Ensures seamless delivery of services and manages all aspects of operational team