Process Analyst

Job Description

Company Description Etech Global Services delivers next-generation BPO solutions utilizing artificial and human intelligence to enhance customer experiences. With over 50 global partnerships, Etech operates nine contact centers with locations in the U.S., nearshore, and offshore. The company has a strong focus on training, coaching, and data-driven insights to drive value for its partners. Role Description This is a full-time Real Time Analyst role based on-site in Vadodara. The Real Time Analyst will be responsible for workforce management, workforce planning, and utilizing eWFM tools to optimize operational efficiency. Daily tasks include monitoring real-time customer service metrics, adjusting staffing levels to meet demand, and communicating with team members to ensure service level goals are met. WHAT WE OFFER Transportation allowance Canteen Subsidy Health Insurance Tuition Reimbursement Incentive components campaign wise Work Life Balance Initiatives Rewards & Recognition Internal movement through IJP WHAT YOU’LL BE DOING Take inbound or make outbound calls to customers with the objective of discussing non- sales related issues. Handle all issues with diplomacy, tact, and respect. Provide quality service to clients through thorough knowledge of products and services. Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions Enter data into computer database system. Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems. Build strong relationships with Team Leader, and team members. WE EXPECT YOU TO HAVE Working knowledge of Operating Systems like Microsoft Windows 10 and basic understanding of Internet fundamentals Proficient in Customer service. Knowledge of record management procedures & processes (is a plus) Experience of at least 3 years Operations Center, service industry or equivalent (Fresh candidates cannot be considered). Any alternative resources must be approved by Client in writing. Effective analytical, problem-solving, and decision-making skills Effective organizational skills Ability to access and research multiple sources of data. Must pass pre-hire exam with 90% or higher. Ability to multitask and work under pressure. Strong attention to detail and critical thinking skills Must be able to effectively resolve problems and be efficient in a fast-paced environment and work a variety of work schedules to include days, nights, weekends, holidays, etc. Must be able to work in a team oriented, high demand and fast paced environment. Clear and effective communication skills in English while being able to communicate clearly, confidently and politely. Show more Show less