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HCLTech

Senior Process Associate - Customer Care

HCLTech
Hyderabad, Telangana, IndiaPosted 23 days agoDiscoveredMatch locked

About the role

jobColumnOne" role="region" aria-labelledby="jobColumnOneRegion" style="width:50%;"> Job Description Senior Process Associate - Customer Care Hyderabad, Telangana

Job Summary

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Key Responsibilities

  • Monitor Key Performance Indicators (KPIs) for scaled operations using reports, performance dashboards and system generated anomaly alerts.
  • Analyze real-time/ near real-time performance data against business standards and identify issues/ gaps in performance.
  • Observe performance of specific systems and workflow streams, evaluate the information collected, and provide reports on any incidents that occur.
  • Escalate gaps, issues identified, bugs and outages, to respective leads for business continuity response
  • Trigger Next Best Actions (NBAs) based on business objectives and policies
  • Measure, and report SLA performance for the different teams and functional areas.

Must Have

1–2 years of experience in Data Analytics/Reporting. Strong SQL and Advanced Excel skills. Experience with PowerBI/Tableau & BI Tools. Knowledge of KPI reporting and dashboard development. Ability to perform RCA and generate business insights. Bachelor's degree in Engineering, Statistics, Mathematics, Computer Science, or related field.

Good to Have

Python basics (Pandas, NumPy). Automation exposure. Experience in Operations/WFM/Business Analytics environments. Exposure to AI-assisted analytics tools

Other Requirements

  1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields

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Not included in the source posting: about the role, benefits.

Skills

artificial-intelligenceexcelnumpypandaspythonsqltableau

Who can apply

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