HR Service Delivery Senior Analyst

About the job

Skill required: Employee Services - Contact Centre - Contact Center Quality Monitoring Designation: HR Service Delivery Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 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 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. What would you do? CF Operations Employee Services - Contact Centre provides support and assistance to employees through a dedicated helpdesk or call center. This includes answering questions about HR policies, resolving issues related to payroll and benefits, and providing information on company procedures. The goal is to offer quick and efficient support to employees. It helps ensure that employees have access to the information and help they need. Effective contact center services contribute to a positive employee experience. - Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities. - Design and implement quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty, and agent retention. What are we looking for? • Workday • Workday Performance Management • Workday Recruiting • Ability to establish strong client relationships • Ability to handle disputes • Ability to perform under pressure • Written and verbal communication Roles and Responsibilities: • In this role, you are required to do analysis and solving of increasingly complex problems. • Your day-to-day interactions are with peers within Accenture. • You are likely to have some interaction with clients and / or Accenture management. • You will be given minimal instruction on daily work / tasks and a moderate level of instruction on new assignments. • Decisions that are made by you impact your own work and may impact the work of others. • In this role, you would be an individual contributor and / or oversee a small work effort and / or team. • Please note that this role may require you to work in rotational shifts.

Requirements

• Workday
• Workday Performance Management
• Workday Recruiting
• Ability to establish strong client relationships
• Ability to handle disputes
• Ability to perform under pressure
• Written communication
• Verbal communication

Qualifications

• Any Graduation

Preferred Technologies

• Workday
• Workday Performance Management
• Workday Recruiting
• Ability to establish strong client relationships
• Ability to handle disputes
• Ability to perform under pressure
• Written communication
• Verbal communication

About the company

Accenture is a global professional services company with leading capabilities in digital, cloud and security. They combine unmatched experience and specialized skills across more than 40 industries to offer a wide range of services.