Senior Process Associate - Customer Care
India
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.
Skill Requirements
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
Information at a Glance