Not specified (assumed to be hybrid or flexible based on the nature of the role).
Service desk voice support
Ticket tracking tools like snow and wqm
Agent coaching and training experience
Accenture is seeking a Customer Service Senior Analyst with expertise in voice support to manage service delivery and oversee a team in a dynamic environment. The ideal candidate should possess strong customer service skills, experience in BPO, and the ability to navigate multiple systems effectively
Job Summary
The Service Delivery Analyst will provide expertise to manage processes and people efficiently, ensuring accuracy in helpdesk resolutions and coaching customer service associates.
This role requires managing team results, schedule adherence, performance counseling, root cause analysis, and providing floor support to maintain high service quality.
Accenture is a global professional services company with over 784,000 employees delivering technology and human ingenuity to clients in more than 120 countries.
Matching Summary
Match Score: 75
Accenture is seeking a Customer Service Senior Analyst with expertise in voice support to manage service delivery and oversee a team in a dynamic environment. The ideal candidate should possess strong customer service skills, experience in BPO, and the ability to navigate multiple systems effectively.
Skills & Requirements
Must-have
Service Desk Voice Support
Ticket tracking tools like SNOW and WQM
Agent coaching and training experience
Microsoft Office proficiency
Customer service process execution
Ability to work night/rotational shifts
Strong verbal and written communication skills
Nice-to-have
E-commerce knowledge
Conflict resolution skills
Digital commerce and marketing understanding
Problem solving and decision-making skills
Ability to handle difficult situations professionally
Fluency in English with additional languages as a plus
Experience in international BPO environment
Key Requirements
5 to 8 years experience
Any Graduation
2+ years human resource experience
Prior international BPO experience preferred
Ability to work night/rotational shifts and weekends