The Job

Analyst-Voice

Logistics, Sales & Operations · HR & Admin · Office Administration · Sales Operations

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In short

The Analyst-Voice position in Lucknow, Uttar Pradesh focuses on managing customer enrollments and transactions, resolving escalated issues, and identifying process improvements. This role requires strong analytical, problem-solving, and multitasking abilities, along with proficiency in Microsoft Office and a willingness to learn new systems.

Responsibilities

  • Process enrollments and transactions for North American markets.
  • Resolve escalated issues related to enrollments and transaction management.
  • Support gas and electric deregulated markets for various customer types.
  • Investigate and resolve complex operational service requests and exceptions within SLAs.
  • Process tasks including EDI transaction tagging, enrollment review, fulfillment, sales conversion, disconnects, and utility syncs.
  • Collaborate with internal and external stakeholders to resolve contract and enrollment matters.
  • Work with vendors, utilities, and internal teams to resolve transaction issues.
  • Utilize reporting and performance metrics to manage risk and ensure SLA adherence.
  • Perform root cause analysis and escalate issues as needed.
  • Reconcile accounts and prepare reports.
  • Identify process gaps and contribute to improvements.
  • Participate in special projects, audits, and regulatory requests.
  • Cross-train to support other Operations teams.

Requirements

  • Minimum 2 years of problem-solving, issue resolution, or relevant experience (4+ years preferred).
  • Ability to quickly learn new systems and processes.
  • Self-starter, detail-oriented, accountable, analytical, efficient, and accurate.
  • Ability to multitask.
  • Dependable team player willing to work flexible and extended hours.
  • Ability to identify patterns, conduct research, and coordinate with back-end teams to solve operational problems.
  • Strong problem-solving and decision-making skills.
  • Technical aptitude with ability to understand new tools and data.
  • Strong time management and organizational skills.
  • Ability to manage multiple tasks/projects and ensure timely completion.
  • Ability to maintain balance between new and pending work for accurate and timely resolution.
  • Ability to adapt to constant change.
  • Excellent written and verbal skills.
  • Strong knowledge of Microsoft Office (Word, Excel, Outlook, etc.).

Desired Qualifications

  • Prior experience in deregulated gas and electric markets is preferred.
  • Prior experience in enrollment and transaction management, EDI transaction processing, operational exception handling, billing, and/or project management is a plus.
  • Advanced knowledge of Microsoft Excel (pivot tables, VLOOKUP, macros) preferred.
  • Knowledge of third-party billing systems, specifically iSigma Customer Care & Billing (CC&B), is preferred.
  • SQL query language skills is a plus.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • Work at a place that prioritizes people.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities in digital, engineering, cloud, and AI.
  • Work with clients across all major verticals.
#Enrollment#Transaction Management#Customer Service#Operations
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Lucknow, India

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