Key Responsibilities
Monitor Key Performance Indicators (KPIs) for scaled operations using reports, performance dashboards and system generated anomaly alerts.
Analyze real-time/ near real-time performance data against business standards and identify issues/ gaps in performance.
Observe performance of specific systems and workflow streams, evaluate the information collected, and provide reports on any incidents that occur.
Escalate gaps, issues identified, bugs and outages, to respective leads for business continuity response
Trigger Next Best Actions (NBAs) based on business objectives and policies
Measure, and report SLA performance for the different teams and functional areas.
Skill Requirements
Must Have:
1–2 years of experience in Data Analytics/Reporting.
Robust SQL and Advanced Excel skills.
Experience with PowerBI/Tableau & BI Tools.
Knowledge of KPI reporting and dashboard development.
Ability to perform RCA and generate business insights.
Bachelor's degree in Engineering, Statistics, Mathematics, Computer Science, or related field.
Positive to Have:
Python basics (Pandas, NumPy).
Automation exposure.
Experience in Operations/WFM/Business Analytics settings.
Exposure to AI-assisted analytics tools
Other Requirements
Optional But Valuable Certifications In Customer Service Excellence Or Related Fields
📌 Senior Process Associate Customer Care Hyderabad (India)
🏢 HCLTech
📍 India
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