Senior Analyst-Telecom Operations 8 views

Skill required: Telecom Operations – Customer Service Management Designation: Senior Analyst About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience

Skill required: Telecom Operations – Customer Service Management Designation: Senior Analyst 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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at What would you do You will be aligned with our Network Operations vertical which ensures that we maintain a robust common integration framework to help communications clients address challenges, increase their margins, improve asset realization, improve customer service, increase revenues, reduce overall costs and accelerate sales cycles. The Telecom Operations team is involved in developing structures, processes, and capabilitiesfor managing and monitoring telecommunicationsnetworks. The Customer Service Management team focuses on managing the organization’s interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers. What are we looking for We are looking for individuals who have the following skillset: Adaptable and flexible Ability to work well in a team Ability to handle disputes Ability to meet deadlines Process-orientation Roles and Responsibilities As a team lead you will be expected to: Understand and effectively manage the team’s governance and performance Understand the level of risk & propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner Clearly communicate team goals and deliverables and keep the team updated on changes Coach team members and provide the first level advice on procedures/methods Solve increasingly complex problems & effectively delegate to develop and groom team members for succession planning Maintain client relationships interface through regular connects and emails Understand client priorities and problems & help translate actions for the team Use innovation to identify opportunities to optimize processes, decrease costs and increase client value Use data analytics and story-telling techniques to enhance the client journey Please note this role may require you to work in rotational shifts. Please note this role may require you to work in rotational shifts.

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