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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