Customer Contact Comms Senior Analyst-voice

Accenture

Not specified
5-6 years outsourcing operations experience
1+ year team handling role experience
Call handling skills for complex escalated calls
Accenture is seeking a Customer Contact Comms Senior Analyst with 5-8 years of experience in outsourcing operations and team management. The role involves leading a team to enhance customer service operations while ensuring client satisfaction and achieving performance targets

Job Summary

  • The Team Lead will be responsible for managing a team of agents to enhance operating practices and deliver value-added opportunities.
  • Candidates must possess strong people management skills to drive issues to resolution and provide constructive feedback to individuals.
  • The role involves maintaining regular communications with the client organization and ensuring service levels are met through effective staff management.

Matching Summary

Match Score: 85

Accenture is seeking a Customer Contact Comms Senior Analyst with 5-8 years of experience in outsourcing operations and team management. The role involves leading a team to enhance customer service operations while ensuring client satisfaction and achieving performance targets.

Skills & Requirements

Must-have

  • 5-6 years outsourcing operations experience
  • 1+ year Team Handling role experience
  • Call handling skills for complex escalated calls
  • People management and coaching skills
  • Strong analytical and data management skills

Nice-to-have

  • Positive mindset and team player attitude
  • Flexible to travel onshore if required
  • Ability to work 24/7 flexible basis
  • Good interpersonal and administration skills

Key Requirements

  • Any Graduation degree required
  • 5 to 8 years of total experience
  • Excellent spoken and written English skills

Work Rights

Not specified

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