HR Service Delivery Analyst - voice

HR Service Delivery Analyst

Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction. Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls, emails & chats. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Strive and achieve SLA target and business outcome indicators defined by the client. Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool. Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes. Walk customers/ Provide navigational support on self service portal. Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines. Place outbound calls to customers when required in line with Client / Company guidelines. Work productively whilst maintaining exceptional call/data quality standards in line with targets. Contribute to the team through open and regular communication with peers / supervisors. Adhere to all company or departmental policies and procedures (personnel and operational). Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process. Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer. Good technical aptitude with an ability to learn quickly. Excellent verbal and written communication skills. Typing speed – 50 words per minute.

Able to work on a flexible basis as determined by the business needs. Ability to work under pressure. Team worker. Positive Attitude. Quick Learner. Punctual and Disciplined. Good Communication skills. Customer Focussed. Results driven. High standards of Integrity. Shift will be in any of United States of America time zones. Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun). Any graduate from Govt. recognized universities.

In this role you are required to do analysis and solving of lower-complexity problems. Your day to day interaction is with peers within Accenture before updating supervisors. In this role you may have limited exposure with clients and/or Accenture management. You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments. The decisions you make impact your own work and may impact the work of others. You will be an individual contributor as a part of a team, with a focused scope of work. Please note that this role may require you to work in rotational shifts.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.