Customer Contact Comms Analyst

Skill required: Omnichannel - Service Desk Voice Support
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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? • 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. • Manage HR processes and support the team, ensuring 100 percent accurate helpdesk resolutions. • Resolve associate and employee queries as a subject matter expert in Workday Payroll and Talent Management. • Roles & Responsibilities (Level Positioning) • • Solve routine problems. • • Work mainly with peers and supervisors; external stakeholder and management interaction is limited. • • Follow moderate daily guidance • 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 voice interactions.
What are we looking for? • Manage & Inspire Team Results• • Monitor personal and team schedule adherence using reports and phone tools. • • Support supervisor coaching to prevent errors and escalations. • • Analyze root causes of service issues and complaints. • • Handle queued calls and escalations. • • Identify training needs through monitoring and reviews. • • Develop job aids with supervisors and provide floor support. • • Report results and maintain Business Excellence records. • • Handle calls and emails as needed; recognize positive contributions. • • Encourage continuous improvement. • Personal Attributes • • Strong customer service and communication. • • Organized and responsive in a busy, confidential environment with tight deadlines. • • Navigate multiple systems to research, track, resolve and troubleshoot issues. • • Strong problem solving, conflict resolution and timely decision making. • • Handle difficult situations professionally and sensitively. • • Collaborative, culturally aware and service focused. • • Fluent English and flexibility for night and rotational shifts and weekends.
Roles and Responsibilities: • Domain Experience & Knowledge • • 3 to 5 years of HR experience in any country. Workforce administration, Workday experience and HR or payroll certification are advantages. • • Understand payroll legislation, including US W4 and W2, UK P60, P45 and P11D, US final paycheck laws and state reciprocal agreements. • • SAP, Workday and PeopleSoft knowledge is advantageous. • Process Delivery as SME • • Manage complete payroll and talent management processes accurately and on time as an SME. • • Process payroll inputs, checks, reports, queries, year end and ad hoc activities. • • Ensure 100 percent accuracy through monthly reconciliations, variance reviews, zero or negative net pay checks, duplicate payment checks and input to output validation. • • Coordinate with stakeholders by email, phone and messaging until actions are completed. • • Build process expertise and resolve team queries. • Controls, Documentation & Improvement • • Follow and update work instructions; train the team on changes. • • Maintain process controls and documentation for compliance. • • Analyze issues and recommend corrective and preventive actions. • • Improve processing time, accuracy and controls. • • Support team leads with daily statistics, reporting, MOS and work allocation. • • Provide knowledge transfer and SME training for new joiners and process changes. • • Provide daily floor support using strong MS Office and Excel skills with accurate data handling. • Unique Knowledge & Skill Requirements • • Experience with ticket tracking tools such as SNOW, SIEBEL, WQM and ASKHR. • • CISCO telephony management knowledge. • • ERP knowledge covering SAP, Oracle, PeopleSoft or SuccessFactors, plus payroll systems such as Oracle and Kronos. • • Applicant tracking systems knowledge, including ATAS, Red Carpet, Taleo and Workday. • • Proficiency in Word, Excel, PowerPoint and Outlook. • • Knowledge of US and UK labor legislation. • • Strong verbal and written communication;Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.