Customer Contact Comms Senior Analyst

Job Description

Skill required: Omnichannel - Customer Service Designation: Customer Contact Comms Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years What would you do? Proactive and inquisitive candidate required with clear and precise communication, written and oral skills Market knowledge of US Wireless and Telecom domain would be preferred Domain knowledge of International Voice process Analytical skills are also required with an eye for detail Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers Proven experience in achieving targets against budget Team Building - Ability to coach, connect and motivate team members Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc. Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented Ability to make tough and timely decisions on task and people What are we looking for? QUALIFICATIONS REQUIRED:Graduate in any discipline from an accredited institution EXPERIENCE (Must to have skills): Total Experience:3 Years + International Voice Experience US Telecom Experience would be desirableSET YOURSELF APART:( Good to have skills): US Telecom Exp Technical / Telecom Troubleshooting Experience Roles and Responsibilities: Communicate with client customers via voice to help resolve the issues being faced Access the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments Adapts effectively to changing plans and priorities Is able to follow a collaborative approach with people at different levels or working style Demonstrates ownership for goals. Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement Manage team expectations and project SLAs Monitor knowledge sharing and retention within the team Coordinate with supervisor and manager to provide day to day insights Share with supervisor and manager performance trends of the team and agree on next steps Handling customer escalations or providing resolutions which require higher level of authorization Qualifications Any Graduation