Customer Service Senior Analyst - Voice

 About The Role  
Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Senior Analyst - Voice
Qualifications:Any Graduation
Years of Experience:5 to 8yrs
What would you do?
A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA's, targets and objectives through effective staff managementLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for?

People management

Drives issues to resolution and good problem-solving skills

Good interpersonal skills

Good administration skills

Comfortable with responding to requests from all levels of the organization

Team Player

Positive Mindset

Planning & Organisation skills

Motivation Skills

Call handling skills (handling complex & escalated calls)

Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation

24*7

Flexible to Travel onshore if required

Able to work on a flexible basis as determined by the business needs
Roles and Responsibilities: perational Responsibilities

Manage Operations from process & measurement standpoint

Maintain regular communications with team on departmental and individual level performance expectations

Work with client/Account Executive/Onshore team to define process and procedures

Set and assess representative's performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis

Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.

Ensure performance and attendance issues and addressed promptly and consistently.

Assist with scheduling and forecasting of staff to maintain optimal service provided

Develop reward and recognition programs for teams

Manage escalated customer enquiries / complaints

Strong analytical and data management skills

Analyse and propose process improvements consistently

Strong focus on people

Share best practices across the process & facilitate process improvements/cost reduction initiatives

Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics

Drive Business Excellence

People Management Responsibilities

Direct reportsLevel 11 to Level 13

Strong leadership and management ability

Determine training needs for the team members

Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectationsClient Customer Responsibilities

Client Relationship Building

Drive productivity in the respective process

Managing day-to-day operations based on SLAs

Ensures seamless delivery of services and manages all aspects of operational team
 Qualification Any Graduation