Service Delivery Ops Specialist

Skill required: Business Reporting & Governance - Reporting Analytics
Designation: Service Delivery Ops Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 worlds 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Execution: Detail-oriented and structured in prioritization, analysis, planning, reporting and delivering high-quality outcomes under pressure. Stakeholder Management: Team player with excellent communication skills, capable of working effectively with team members at all levels across geographies and time zones. Tools: Proficient in Excel and PowerPoint; strong Excel capability with confidence in managing large and complex datasets (Pivot Tables, Data Tables, Power Query, formulas, etc.). Proven experience in a PMO role within a BPO environment. Effective communication skills, both written and verbal In Reporting and Analytics, you will have to prepare management reports and analysis, both recurring and ad-hoc. This includes focusing on tracking business performance through trusted data and insights while actively managing employee behaviors.
What are we looking for? Maintain monthly headcount forecasts, coordinating and developing annual trends. Generate monthly reports providing explanations for all variances and tracking. Manage organizational information, including org charts and occupancy plans as needed. Ensure group compliance with mandatory training, appraisals, timesheets, etc. Prepare various reports and presentations. Provide proactive business insights to stakeholder Assist the leadership team with adhoc /day-to-day requests. Collaborate with cross-functional teams central PMO on MIS and Business reporting. Coordinate and schedule project meetings, prepare agendas, and document key decisions and action items. Good MS Office Suite and should be an expert in data analysis and story telling.
Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts