Service Delivery Ops Senior Analyst
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Service Delivery Ops Senior Analyst
clouddwes- 1 - 3 yrs
- Not Mentioned
Fluency in English
people management
Providing guidance
-
Full Time
graduate
1 - 3 yrs
No required
20
clouddwes
Full Time
Working Type : Work From Office
Job Description :
Accenture
Job Description:-
2 years of people management experience in a contact center, BPO, or vendor management environment.
• Fluency in English, both verbal and written. Versant 5 required.
• Experience working in a crypto company.
• Experience in a lean, Kaizen, or other customer-centric programs. • KPIs - daily, weekly, monthly.
• Issue resolution, FCR, CAIS, Transfers, Productivity. The Role - Team Leader:
• Leading a team with responsibility for all daily activities impacting the customer experience.
• Utilizing live, legacy reports, tooling, and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
• Providing guidance by “show me rather than tell me” to reduce future escalations and get team members self-sufficient.
• Improving customer experience by working cross-functionally to optimize planning, staffing, performance management, quality, and training.
• Identifying customer improvement opportunities and turning these into impactful actions.
Roles and Responsibilities:
Roles and Responsibilities:
• Ability to thrive in a fast-paced multicultural team.
• A curious mindset that seeks to learn, challenge the status quo, and improve our business.
• Encourages openness and transparency whilst respecting individuals’ privacy.
• Respects and promotes equality, diversity, and inclusion.
• Someone who is as interested in team success as personal success. A team player who can build a championship team.
• An inspiring coach who can meet team members at their level and develop them into top performers or for promotion.
• Understanding the differences in mindsets, types of learners, and the ability to apply different motivation techniques and coaching styles.
• An excellent communicator proficient in communicating at all levels and channels.
• Experienced in delivering high-quality results and implementing “best practice” customer service, sales, and account management within contact centers.
• Knowledge of solution design processes, procedures, and operating models, and highly proficient with contact center technology.
• Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions.
• Analytical with an understanding of trends.