Customer Contact Comms Senior Analyst-Messaging

Customer Contact Comms Senior Analyst-Messaging

Skill required: Chat - Service Desk Non-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? • The Team Lead oversees and manages the day-to-day operations of the Client Tier 1.5 chat support team. The role owns stakeholder management, program communications, escalations, governance, and reporting for the account, while ensuring the chat team consistently meets SLA, quality, communication, and domain-accuracy standards • Candidate who is good in email and chat process who is good in typing is what is preferred here • Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. • Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Primary skill - Service Desk Non-Voice Support - P1 • • Education: Bachelors degree (B.A B.Com B.Sc B.Tech or equivalent). • • Experience: 4 to 5 years overall with proven team leadership on a learning admin support-desk environment; LMS exposure required; chat operations experience preferred
Roles and Responsibilities: • Operations & Service Delivery • • Supervise a team of learning admin chat support associates and SMEs; organise tasks, resources, and priorities to meet coverage and SLAs. • • Develop and implement processes and procedures for efficient chat-based learning administration. • • Monitor the performance of all daily chat and learning admin tasks across Accenture Client systems. • Stakeholder & Governance Ownership • • Own all stakeholder management, program communications, escalations, governance discussions, reporting, and issue resolution for the account. • • Act as first point of contact for escalation of client and operational issues; manage issues to resolution within remit. • • Serve as the single interface for Client program delivery teams these responsibilities should not be delegated to SMEs. • Reporting & Quality • • Provide management reporting on team performance against output, quality standards, chat volume throughput, and completion, in line with agreed measures. • • Track and report on training learning metrics, participation, and completion, and drive quality and CSAT improvement. • • Ensure compliance with regulatory, InfoSec Data Privacy, and organisational policies related to training and support. • People & Continuous Improvement • • Support coaching, capability building, and performance management in partnership with SMEs. • • Evaluate effectiveness of the support model and recommend improvements and automation opportunities