Responsible for educating the users on how to effectively utilize the client’s platform, for achieving daily processing targets and for executing some of the more complex delivery items.Updates the team on new processes and educating agents on best practices.Responsible for engaging with team to promote high performance culture and great place to work.Assists with training new joiners and agent team members when requiredProactively maintains an awareness of the client’s business, operational activities, and processes within their team areaMonitors events through dashboards, detects anomalies, and conducts deep dive analysis on specific issues to understand root causes

Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productivelyIdentify and help minimize the risk posed by fraud patterns and trendsAssist users with risk process workflowsIdentify, recommend and implement process improvementsCommunicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when requiredProfessional interaction and communication, both within the Accenture organization and with client contacts.