Sr Process Analyst - Contact Center

Responsibilities :

• Receive inbound calls e-mail & chats from customers and answer questions and respond to their queries
• Educate and document enquirers on processes whenever necessary
• Provide quality customer service on every interaction
• Identify investigate analyze and resolve Issues identified within process
• Monitor and process ticket in ticketing system.
• Provide floor support for escalation and query resolution

• Graduate / Post Graduate in any stream
• Excellent communication skills in English both oral & written
• 2-3 years in HR Contact Centre for any International IT / ITES Company
• Has good knowledge on handling HR Contact Centre Operations related queries over Inbound Calls Chat & E-Mail
• Strong knowledge of MS Excel & Word
• Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans
• Ability to think through complex issues and situations and develop robust well thought out solutions which meet the need of the business
• Effectively Works with Others – Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements
• Excellent Customer Service skills – ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues
• High degree of numeracy skills with meticulous attention to details
• Team work – the ability to work well within the team is key to this role

• Ambitious individual who can work under their own direction towards agreed targets/goals.
• Ability to work under tight timelines and have been part of change management initiatives.
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
• Enhance technical skills by attending educational workshops reviewing publications etc.