Sr Process Analyst - Contact Center

ties :**

• 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

Required Technical and Professional Expertise

• 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

Preferred Technical and Professional Expertise

• 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.