Senior Analyst(Del Ops (Non-Voice))

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

The Senior Analyst (Non-Technical) is responsible for enhancing operational excellence and process improvement within BPO operations by analyzing metrics like CSAT, SLAs, and workflow efficiency. This role requires strong analytical and communication skills to translate operational data into actionable strategies and present findings to leadership and clients.

Responsibilities

Monitor, analyze, and report on key performance indicators (KPIs) like AHT, quality scores, SLA compliance, and utilization rates.
Identify bottlenecks and inefficiencies in daily workflows, recommending and implementing process improvements using frameworks like Lean or Six Sigma.
Conduct root cause analyses for performance dips or missed milestones, providing corrective action plans.
Create structured weekly and monthly business review (WBR/MBR) presentations for leadership and clients.
Partner with QA teams to align data trends with quality insights and ensure compliance with SOPs.

Requirements

3–5 years of experience in a BPO or shared services environment.
At least 1–2 years in an analytical or subject matter expert (SME) role.
Strong mastery of Microsoft Excel or Google Sheets (vlookups, pivot tables, data formatting, and basic formulas).
Ability to translate spreadsheet data into performance and process gap insights.
Exceptional written and verbal communication skills, with comfort presenting directly to clients or senior managers.
Bachelor’s degree in Business Administration, Commerce, Communications, or a related field.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Microsoft ExcelGoogle SheetsLeanSix Sigma

#BPO#Operational Excellence#Process Improvement#Data Analysis#Customer Satisfaction#SLAs#Workflow Efficiency#KPIs#AHT#Quality Scores#Utilization Rates#Root Cause Analysis#Stakeholder Management#Reporting#WBR/MBR#Quality Assurance#SOPs#Compliance

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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