Job Description

Skill required:

Employee Services - Contact Centre - Contact Center Quality Monitoring

Designation:

HR Service Delivery Associate Manager

Qualifications:

Any Graduation/Bachelor of Laws/Master of Business Administration

Years of Experience:

10 to 14 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. 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?

o End to end knowledge of Provident Fund compliance requirements, transaction processing. o Well versed in managing PF operations and liasioning at PF Office. o Updated in recent EPFO requirements and norms. o Experience handling the large volume CRM process. ( 6K per month ) o Conversant on working/handling with voluminous data/information o Should have expertise in MS-Excel, MS Word. Preferable Power BI o Well versed with EPFO Portal functionality there by managing requirements, transactions , compliance activity and reports o Capable of leading, managing and engaging both internal Accenture and Vendor team to manage PF & ESIC operations o Good communcation skills to interact with various stake holders o Adept in liasioning and getting work done with Govt official and interacting with employees and proactive in identifying potential risk areas and resolving/flagging it . o Good interpersonal skill to work with external and internal stake holders. o Employee/stake holder centricity o Project /change management 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?

oBusiness Operation Management oAbility to establish strong client relationship oAbility to handle disputes oAbility to manage multiple stakeholders oAbility to perform under pressure oWritten and verbal communication

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of moderately complex problems o Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures o The person requires understanding of the strategic direction set by senior management as it relates to team goals o Primary upward interaction is with direct supervisor or team leads o Generally interacts with peers and/or management levels at a client and/or within Accenture o The person should require minimal guidance when determining methods and procedures on new assignments o Decisions often impact the team in which they reside and occasionally impact other teams o Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture o Please note that this role may require you to work in rotational shifts




Any Graduation,Bachelor of Laws,Master of Business Administration