Command Centre Cyber Analyst - L3

Command Centre Cyber Analyst - L3

Job Summary:

We are seeking a detail-oriented and proactive Analyst to manage and deliver a wide range of operational, financial, and complaint-related reports. This role supports decision-making, fraud monitoring, and operational efficiency across teams. The ideal candidate will have strong analytical skills, experience in Call/Command Centre operations, and a solid understanding of investigative/law enforcement processes. 

Key Responsibilities:

• Prepare and distribute

  daily consolidated reports

  (24-hour and 12 noon versions). 
• Track and highlight

  top cases

  for internal review. 
• Generate

  complaint category-wise reports

  to identify trends and patterns. 
• Maintain and update

  performance tracking reports

  across multiple formats. 
• Compile

  complaint reports

  from designated portals and sources. 
• Manage

  shift rosters

  and

  break reports

  for operational teams. 
• Produce various

  weekly reports

  including operational summaries, modus operandi, golden hours, and high-priority case updates. 
• Deliver

  monthly reports

  covering follow-ups, reassignments, lien amount tracking, and overall performance summaries. 
• Conduct

  call audits

  to ensure quality and compliance standards are met. 
• Perform

  reassignments and audits

  of cases to ensure accuracy and accountability. 
• Review reports for accuracy and insights before distribution. 
• Coordinate with clients for updates, clarifications, and feedback. 
• Conduct interviews for new candidates and internal assessments. 
• Train and evaluate new cyber analysts, including on-the-job training and floor support. 
• Manage staffing to prevent burnout, reduce backlog, and improve response times. 
• Handle escalations, and complaint management. 
• Provide floor support and ensure smooth daily operations. 
• Coordinate with vendors for service delivery and issue resolution. 
• Report and follow up on technical issues with relevant teams. 
• Collaborate with stakeholders for CRM enhancements and change requests. 
• Attend and manage visitors professionally and courteously 

Qualifications:

• B. Tech/M. Tech any stream is mandatory. MBA is a plus.

• Minimum 6 years of experience

  in an inbound

  call center

  within the service industry (fresh candidates will not be considered). 
• Deep knowledge of Digital Telephony Systems, SIP routing and trunking systems. 
• Strong proficiency in

  MS Excel

  and reporting tools such as

  Power BI

  . 
• Excellent attention to detail and

  time management skills

  . 
• Ability to work independently and manage multiple reporting deadlines. 
• Knowledge of police investigation procedures and processes is a plus. 
• Experience in

  coaching and developing skills

  of team members. 
• Effective

  problem-solving

  and

  decision-making

  abilities. 

Preferred Skills:

• Experience in

  fraud monitoring

  or

  complaint management

  . 
• Familiarity with

  IVR systems

  and

  call analytics

  . 
• Strong

  communication and coordination

  abilities. 
• Resource Management