Service Delivery Ops Senior Analyst

Service Delivery Ops Senior Analyst

Skill required: Talent Acquisition - HR Delivery Strategy
Designation: Service Delivery Ops 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. 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? Direct service delivery for a team AL – Scheduling and vILT This team works on designing, developing, and implementing HR Delivery Strategy to support the end to end employee experience across lifecycle. This includes coaching and advising account/engagement leads and employees when needed and coordinate and deliver HR activities. They work on HR Operations Processes like recruitment, WFA, Benefits, Exit, Payroll, LOA etc. They work on delivery of non-commercial aspects of the outsourcing agreement as well as standards of service (related to quality, effectiveness, productivity, efficiency etc.)
What are we looking for? • Knowledge of typical scheduling methodology • A background in administrative roles • Proven ability in team leadership roles / tasks • 4 - 5 years business experience with similar background • Exposure to call center industry preferably technical sector • Project management skills (Planning & Organizing) • Adopt an analytical approach • Strong organizational skills. • Ability to prioritize conflicting requirements • Strong analytical ability (to devise and produce coherent management reports and statistics) • People management skills (Coaching, listening, giving direction) • Database knowledge (Software programs such as MS Access / Excel etc. plus client systems) • Basic financial analysis (Cost vs. Revenue) • Strong written and verbal communication skills • English language proficiency required • Multi-cultural awareness • Passion for customer service • Initiative, Critical thinking / problem solving skills • Work well within a team environment. • Good time management skills. • Shift timings 24 x 5 • Travel requirements
Roles and Responsibilities: • Organize scheduling tasks, resources and priorities. • Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines. • Ensure Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria. • Ensure Cancellation policies are being followed • Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems. • Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client / Operations). • Work with Delivery teams / BI / DSM to maintain accurate course, instructor and facility information (Matrices). • Act as first point of contact for escalation of client and operational issues • Manage issues to resolution, where these fall within remit / scope. • Pro-actively escalate potential serious / high-level issues to Scheduling Lead • Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered • Challenge established practice and processes to raise scheduling / cost issues with DM / BI / Capabilities. • Perform all people processes for the team in line with HR policies. • Assist with developing and documenting cross region scheduling processes • Ensure cross region scheduling processes are followed • Provide input to Continuous Improvement • Communicate LMS and other Scheduling tool issues or potential enhancements to Scheduling Lead