Skill required: Omnichannel - Customer Service Technology
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?
- Manage schedule adherence for self and team (call boards, AWS reports and phone).
- Partner with the Supervisor to provide performance and quality counseling and coaching to ensure zero escalations and errors.
- Perform Root Cause Analysis on service issues and complaints.
- Assist in handling customer calls when calls are in queue and manage escalation calls.
- Identify training needs for team members through monitoring,
- Work with Supervisors to develop job aids as needed and provide floor support.
- Report results to management and maintain Business Excellence documents for the team.
- Work on calls and emails as needed; recognize and reward positive behavior and results.
- Motivate and inspire continuous improvement.
- Platform and software contact centers use to provide customer support.
- The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. What are we looking for?
- Primary skill - Customer Service Technology - P4
- Minimum 3 to 5 years of HR experience; Workforce Administration and Workday experience preferred.
- Understanding of payroll legislation including US W4 W2 forms, UK P60 P45 P11D, Final Paycheck Law (USA), and State Reciprocal Agreements.
- Knowledge of ERP applications such as SAP, Workday and PeopleSoft. Roles and Responsibilities:
- Process Delivery as SME
- Manage end-to-end payroll and talent management processes, ensuring accuracy and timeliness.
- Perform payroll inputs, controls, reports, inquiries, year-end and adhoc activities.
- Conduct payroll reconciliations, variance analysis, Zero Negative Net Pay checks, duplicate payment checks, and input output validations.
- Interact with clients through email, phone and instant messaging and own issue resolution.
- Provide process guidance and support to team members.
- Controls, Documentation & Improvement
- Maintain and update LWIs and train team members on process changes.
- Ensure process controls are in place and documentation is maintained for compliance.
- Conduct Root Cause Analysis and recommend corrective actions.
- Drive process improvement initiatives to enhance efficiency, accuracy and controls.
- Support Team Leads and Managers with reporting, MOS and workload allocation.
- Participate in Knowledge Transfer and SME training activities.
- Resolve process-related queries and maintain high data accuracy using MS Office and Excel.
- Unique Knowledge & Skill Requirements
- Experience with ticketing tools such as SNOW, SIEBEL, WQM and ASKHR.
- Knowledge of CISCO telephony management.
- Experience with SAP, Oracle, PeopleSoft, SuccessFactors and payroll systems such as Oracle and Kronos.
- Knowledge of Applicant Tracking Systems including ATAS, Red Carpet, Taleo and Workday.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook).
- Knowledge of US and UK labor legislation.
- Excellent verbal and written communication skills