Job Summary

The Customer Contact Optimization Senior Analyst is responsible for evaluating and improving customer interaction processes and operations. The role focuses on data analysis, reporting, workflow assessment, and identifying opportunities to enhance customer satisfaction, operational efficiency, and service quality. The Analyst will work closely with cross-functional teams including Customer Success, Technology, Analytics, Training, and Process Excellence to support continuous improvement initiatives in a shared-services environment.

Key Responsibilities

- Creating new reports, dashboards
- Maintain performance, metric, and analytical reporting for ongoing projects and operational requirements.
- Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements.
- Review performance dashboards and reports to evaluate productivity and service quality metrics.
- Analyse data sets to identify patterns, trends, and improvement opportunities for enhancing customer experience.
- Apply industry best practices to improve workflows, call/chat, email, CRM cases, processes, and customer engagement methods.
- Balance technical and business understanding to recommend effective solutions for customer support operations.
- Collaborate with Analytics teams to study end-to-end customer journeys and identify process gaps.
- Present insights and recommendations to leadership to drive operational improvements.
- Work cross-functionally with internal teams to support customer-focused enhancements.
- Assist team members by ensuring reporting and documentation are accurate and delivered in a timely manner.
- Conduct quality audits as required and provide process improvement suggestions
- Provide training, coaching, and peer support to standardize Customer Contact Optimization best practices.

Required for All Jobs





- Performs other duties as assigned
- Complies with all policies and standards

Qualifications

Education

- Bachelor s/master s degree in human resources, Business Administration, Information Systems, or related field (required)
- Equivalent combination of education and experience in quality management will be considered
- Experience
- 4+ years of experience in customer contact quality evaluation, analytics, or workflow optimization roles
- Knowledge and experience in US payroll, tax, benefits, employee data management, LOA, COBRA, FSA (Preferred)
- Knowledge and experience on using AI tools

Skills & Competencies

- Strong analytical skills with ability to interpret data and identify actionable insights
- Ability to learn new technologies quickly
- Experience with Quality Management tools is preferred
- Proficiency in MS Excel, reporting tools, and data visualization
- Excellent written and verbal communication skills
- Ability to work in a dynamic and fast-paced shared services environment
- Strong collaboration, presentation, and stakeholder management skills

Preferred Skills:

- Power BI
- Power Query
- Pivot Tables
- Macros
- PeopleSoft
- Salesforce
- US Payroll
- Payroll Tax
- automation and AI technologies

Work Environment

- Work in a clean, pleasant, and comfortable office work setting. The work setting characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office.
- Work Hours: 6.30 PM to 3.30 AM IST (or) 7.30 PM to 4.30 AM IST

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Customer Contact Optimization Analyst (Hyderabad)
🏢 Trinet Group
📍 Hyderabad