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Description: The ideal candidate will have experience managing digital intelligence teams and working closely with clients to understand their business needs in the digital analytics space. The candidate should have a well-developed knowledge of web analytics and optimization technologies, processes, and trends.
Customer Senior Analyst – Team Lead
Key Responsibilities / Activities
Work with process Subject Matter Experts (SMEs) from each functional team
Perform proactive analysis
Utilize data to identify trends and opportunities for improvement
Analyse trends, data, notes, root cause analysis etc.
Utilize tools to perform root cause analysis on factors impacting the business
Develops and guide people through their career path
Responsible for the team´s performance management
Drive the team to achieve the established KPIs and create action plans accordingly
Performs customer request/problem identification and follows defined procedures to resolve correctly
Documents troubleshooting efforts and customer information in data capture tool and when , transfers call or promptly notifies responsible party for resolution
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities
Skills Requirements
+5 years of experience in Customer Service and +2 years of experience leading people
Client/Customer handling experience
Excellent customer service skills
Proficient in Metrics and Reporting
Proficient in MS Office including MS Excel, Word and PowerPoint
Should be capable to take initiatives, team player
Should be capable to do training with customers
Develops and maintains good working relationships with others
Acts confidently in uncertain circumstances; works effectively in ambiguous situations
Takes well thought-out action to achieve a specific impact
Positive, energetic, enthusiastic attitude
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided
Language Requirements: Advance English communication skills (Written and Oral B2 or C1 English proficiency)
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
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