Analyst

Position Summary

Global Contact Center - Business (USI)

Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. The business team is an internal support line for Deloitte employees of U.S. firms and India (Hyderabad, Mumbai, Bengaluru & Delhi) for Business Application Support. We support all types of calls concerning problems with business applications. GCC-Business differentiates itself from other Call Centers by way of its work culture which encourages delivering distinctive service and the Rewards and Recognition programs which encourage taking initiative. GCC -Business expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be flexible to change.

Work you’ll do

• The Business team supports all types of calls concerning problems related to the firm’s applications which include FIN, DPS, DeloitteNet, SAP, Ariba, Travel Port & DTE In this call centre position you will be required to answer incoming calls in one of the following disciplines and cross-train for peak call volume periods
• To assist Deloitte employees with Firm application-related problems over the phone in a timely manner. It might involve either direct resolution of the problem or escalation to another team. Our customers have a high expectation that you will be able to resolve their issues on the call, but they recognize that there are some issues that can only be resolved by teams outside the CallCenter.
• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end-users.
• Analyze and resolve incidents and service requests regarding the use of application software or hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
• Should have basic knowledge about computer software and hardware.
• Should stay informed about ongoing issues/outages, changes in the environment that are communicated via email and other channels regularly.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions.
• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
• Should be a quick learner and team player.
• Should be flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have a major impact on our business. Excessive unplanned absence may result in disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.

The Team

Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients.

Qualifications - External

Required:

• Excellent written, verbal, listening, analytical skills.
• Easily grasp and communicate complex ideas.
• Excellent problem-solving skills
• Knowledge of computer, internet connectivity and application performance are required.
• Familiarity with Microsoft Office applications, especially Word, Excel and PowerPoint.

How You’ll Grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centred, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.

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Benefits

We believe that to be an undisputed leader in professional services, we should equip you with the resources that can make a positive impact on your well-being journey. Our vision is to create a leadership culture focused on the development and well-being of our people. Here are some of our benefits and programs to support you and your family’s well-being needs. Learn more about what working at Deloitte can mean for you.

Our People and Culture

Our people and our culture make Deloitte a place where leaders thrive. Get an inside look at the rich diversity of background, education, and experiences of our people. What impact will you make? Be inspired by the stories of our people.

Professional Development

You want to make an impact. And we want you to make it. We can help you do that by providing you with the culture, training, resources, and opportunities to help you grow and succeed as a professional. Learn more about our commitment to developing our people.