Customer Contact Comms Analyst-Voice
MumbaiFull-timePosted Aug 5, 2026
Skill required: Omnichannel - Customer Service
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? The HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user.
What are we looking for? "• Hands-on experience with Ticket tracking tools like Zendesk, ServiceNow, Salesforce • Hands on knowledge on Workday • Working knowledge of payroll systems (e.g. WDP, Workday,SAP, Kronos) • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) • Sound knowledge of Australian Laws • 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 • Attention to detail " •Graduate in any discipline "• Relevant years Human Resource experience with similar background • Prior international BPO work experience preferred Prior experience of working with Australian clients would be preferred."
Roles and Responsibilities: •"• Manage and Inspire Team Results • Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) • Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors • Perform RCA on service issues / complaints • Assist in handling customer calls when calls are in queue. • Identify training needs for team and individuals through monitoring, escalations and desk reviews. • Work with Supervisors to develop specific job aides as needs arise. • Provide floor Support • Report results to management • Maintain BE related documents for the team • Manage escalation calls • Will need to be working on calls/emails as and when needed • Recognize and reward positive behavior, results, etc. • Motivate and inspire continuous improvements ""Must be open to Australian shift timings: (9 am to 5 pm) Australian time"Any Graduation
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? The HR Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure 100% accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user.
What are we looking for? "• Hands-on experience with Ticket tracking tools like Zendesk, ServiceNow, Salesforce • Hands on knowledge on Workday • Working knowledge of payroll systems (e.g. WDP, Workday,SAP, Kronos) • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) • Sound knowledge of Australian Laws • 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 • Attention to detail " •Graduate in any discipline "• Relevant years Human Resource experience with similar background • Prior international BPO work experience preferred Prior experience of working with Australian clients would be preferred."
Roles and Responsibilities: •"• Manage and Inspire Team Results • Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) • Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors • Perform RCA on service issues / complaints • Assist in handling customer calls when calls are in queue. • Identify training needs for team and individuals through monitoring, escalations and desk reviews. • Work with Supervisors to develop specific job aides as needs arise. • Provide floor Support • Report results to management • Maintain BE related documents for the team • Manage escalation calls • Will need to be working on calls/emails as and when needed • Recognize and reward positive behavior, results, etc. • Motivate and inspire continuous improvements ""Must be open to Australian shift timings: (9 am to 5 pm) Australian time"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 at www.accenture.com
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