Job Description

Overview:
TekWissen Group is a workforce management provider operating throughout India and several other countries worldwide. The client below is a leading technology company offering a range of IT solutions to businesses and organizations, enabling them to transform their digital futures
Position: Analyst, Customer Services
Location: Hyderabad
Duration: 6 Months
Job Type: Contract
Work Type: Onsite
Shift Timings: : 24x5 shifts (Rotational Shift post training)
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Roles and Responsibilities:

• Manage multiple high-priority deliverables within the professional services function.
• Collaborate with teams to gather, update, and maintain accurate information.
• Support project transitions and lead migration of projects between systems.
• Perform data analysis to identify trends, gaps, and opportunities for improvement.
• Conduct audits and provide guidance to junior team members.
• Mentor and train new team members on operational deliverables.
• Prepare and publish reports on team metrics to support business decision-making.

Essential Requirements

• 3 4 years of experience in operational support or similar roles.
• Strong attention to detail with accuracy in processing transactions, validating data, and following checklists.
• Clear oral and written communication skills for engaging with internal and external stakeholders.
• Effective time management to consistently meet SLA and quality objectives.
• Proficiency in MS Office applications, especially Excel for data handling, reporting, and dashboards.
• Adaptability to work in shifts and across different time zones.
• Strong interpersonal skills to collaborate effectively in a team environment.
• Problem-solving ability to identify issues in workflows and escalate/resolve appropriately.
• Customer orientation with responsiveness to inquiries and focus on delivering a positive experience.

Desirable Requirements:

• Experience working cross-culturally, internationally, and across multiple time zones.
• Familiarity with CRM applications.
• Strong analytical skills to interpret large datasets and generate insights for process improvement.
• Flexibility and resilience to manage extended work hours during peak loads or project migrations.
• Experience mentoring peers and contributing to team learning.

Mandatory Skills:

• Decent Communication skill (Oral & Written)
• Quick Learner / Attitude
• Efficient / Proactive / Flexibility
• Previous experience in CRM including experience not limited to hands-on with SAP and Salesforce for case handling and workflow updates.
• Skilled in maintaining accurate records and completing end to end processes.
• Strong experience in transaction processing and data management while handling high volume tasks like validation, documentation, and reconciliation.
• Specialized in non-voice operational support, including email processing, CRM updates, documentation handling, and workflow monitoring. (only internal calls)
• Experience in transitioning new activities, including process mapping, SOP creation, knowledge transfer, and stabilization of migrated tasks.
• Well versed in BPO operational frameworks, including SLA/KPI management, productivity tracking, quality checks, and escalation handling i.e. efficiently in fast-paced BPO environments.

Experience:

• Total Exp: 3-4 Years
• Rel Exp: 3 years

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Skills Required