Analyst

About this role

• Customer Service- (ITES/Aviation/Hospitality)
• HR Helpdesk or Employee services,
• Email/Chat/voice based support
  
  

• Exceptional customer service focus, including attention to detail and producing quality results
• Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
• Ability to comprehend complex and variable Customer Queries
• Ability to summarize the situation and be able to articulate the response on the Query received
• Takes end-to-end Ownership and accountability of Customer Issues for resolution
• Ability to gauge the Customer's sentiments & emotions
  
  

• Attention to detail
• Ability to unpack customer issue - Layer by layer
• Ability to navigate through unknown and look for solution
• Understand the root cause of the issue and ability to assess downstream impact to other processes
• Not hesitating to seek help, probing and going the extra mile to solve Googler issue
• Ability to do diagnostic work and process information logically
• Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome
  
  

• Ability to intrepret Customer's situation and connect the dots to the available resources & solution
• Requires good analytical skills in order to validate complex & dynamic queries
• Ability to prioritize & organize tasks
  
  

• Ability to take end-to-end ownership of a task and see it through completion
• Manage multiple handoffs and information flow from diverse sources
• Demonstrate accurate application of logical and analytical reasoning towards performing while data processing
  
  

• Address Flexible work approval requests and validating based on predefined guidelines and protocols
• Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements)
• Provide final confirmation on request post successful validation
• Prepare Flexible work specific documentations, review for accuracy managing document ratification
• Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll
• Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests
  
  

• Receive Leave request approvals and validate against pre-defined guidelines
• Check for leave information mapped in system and validate for regional compliance and business rules
• Approvals and confirmation of request post validation
• Interpretation of request and supporting requestor with available resources and guidance (as the case may be)
  
  

• Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
• Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
• Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
• Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
• Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
• Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
• Enable to build & maintain SOP's by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
• Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture
  
  

• Ensure Standard Operating Procedures (SOP's) guidelines are followed accurately during query resolution
• Ensure policy guidelines are accurately interpreted to Employee’s query and responded / actioned
• Adherence to customer experience guidelines while responding to tickets
• Follow FIFO principles while processing tickets
  
  

• Technical profile (e.g BE/B.Tech) considered with operational background