Job Overview
Role: Workforce Services New Associate Location: Bangalore Experience: 0-2 Years Qualification: Any Graduation Degree Key Skills: Workforce Dialer, Workforce Management (WFM), Customer Support, SLA Compliance, Performance Monitoring
Job Description
In your role as a Workforce Services New Associate at Accenture, you will be deeply integrated with the Customer Support vertical. Your day-to-day responsibilities will include assisting the team in managing and resolving customer queries, efficiently handling escalations, and providing optimal resolutions to dissatisfied clients. You will ensure that faults and complaints are strictly closed within predefined Service Level Agreements (SLAs), set up, maintain, and manage automated dialing systems to heavily optimize outbound calling campaigns. The role also involves tracking overall call performance, ensuring compliance with regulations, analyzing call data to boost productivity, and contributing to processes that maximize organizational performance. This position requires flexibility for rotational shifts.
Roles and Responsibilities
- Customer Support Management: Assisting the team in managing and resolving customer queries, efficiently handling escalations, and providing optimal resolutions to dissatisfied clients.
- SLA Compliance: Ensuring that faults and complaints are strictly closed within predefined Service Level Agreements (SLAs).
- Workforce Dialer Operations: Setting up, maintaining, and managing automated dialing systems to heavily optimize outbound calling campaigns.
- Performance Monitoring: Tracking overall call performance, ensuring tight compliance with standard regulations, and deeply analyzing call data to boost productivity and campaign effectiveness.
- Workforce Process Optimization: Contributing to processes that maximize performance levels across the organization, which may include aspects of data collection, forecasting, and analytics.
- Team Contribution: Operating as an individual contributor within a cohesive team. Your tasks will be guided by detailed instructions, and you will systematically solve routine problems using precedents and general guidelines.
Skills and Eligibility Criteria
Educational Background: Candidates holding Any Graduation Degree are fully eligible to apply.
Experience: Freshers (0 years) up to candidates with 2 years of experience can apply.
Mandatory Technical Skills:
- Primary Skill Required: Workforce Dialer – Workforce Management (WFM). You should have a foundational understanding of managing automated dialing systems and contact center efficiency.
Competencies:
- Note: This position requires flexibility, as you may be asked to work in rotational shifts.