Senior Process Associate

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

In short

Wir suchen einen detailorientierten und analytischen Berufstätigen mit 1–3 Jahren Erfahrung als Non-Technical Operations Analyst für unser BPO-Operationsteam. Sie sind für die Überwachung der Prozessleistung, die Analyse operativer Kennzahlen und die Bereitstellung umsetzbarer Erkenntnisse zur Verbesserung der Effizienz und Qualität verantwortlich. Wir suchen einen detailorientierten und analytischen Fachmann mit 1–3 Jahren Erfahrung in unserem BPO-Operationsteam als Non-Technical Operations Analyst. In dieser Rolle sind Sie für die Überwachung der Prozessleistung, die Analyse operativer Kennzahlen und die Bereitstellung umsetzbarer Erkenntnisse zur Verbesserung von Effizienz und Qualität zuständig. Sie fungieren als Brücke zwischen den Agenten an vorderster Front und dem Management und stellen die Datenintegrität sicher und unterstützen datengesteuerte Entscheidungen.

Responsibilities

Daily, weekly, and monthly tracking of key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level Agreements (SLAs), and quality scores.
Create and maintain structured dashboards and reports for leadership and client review using tools like MS Excel.
Analyze operational data to spot anomalies, drops in performance, or emerging process trends.
Present data findings clearly to operations managers and team leads to help them coach agents effectively.
Assist in preparing presentations and data decks for quarterly business reviews (QBRs) and client meetings.

Requirements

1 to 3 years of experience in a BPO, KPO, or shared services environment, ideally within a reporting, quality, or analyst function.
Critical Thinking: Ability to look beyond numbers to understand the "why" behind operational performance.
Strong written and verbal communication skills to explain data insights to non-analytical team members.
Ability to manage multiple reporting deadlines in a fast-paced, high-pressure environment.

Benefits

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.

Skills

MS Excel

#BPO#KPO#Reporting#Quality#Analyst#KPIs#CSAT#SLA#Data Analysis

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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