Analyst - Night Shift

Arcadia; Chennai District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Remote-first culture

Flexible PTO

11 annual holidays

Sick leave 10 days

Bereavement leave 2 weeks

Professional development days 2

Parental leave for all parents

Medical/dental/vision coverage 75-95%

Job summary

Arcadia in Chennai is seeking an experienced Outbound Contact Centre Analyst to engage US-based utilities. The role focuses on outbound calling, onboarding data collection, and ensuring data accuracy across CRM systems.

The ideal candidate will have 1+ years of international contact centre experience, strong English, and hands-on analytics with Excel/Google Sheets. The position requires night shifts from Chennai, full-time in-office work, and a proactive, data-driven mindset.

Qualifications

• UG / PG from a reputed Institution; Lean / Six Sigma Certification; Hands on Analytics / spreadsheet knowledge (Google suite), Exposure to AI is preferred

Responsibilities

• Outbound Calling & Navigation
• Time Zone Alignment: Work night shifts in India to align with US business hours
• IVR Navigation: Navigate IVR systems to reach the correct department
• Hold-Time Management: Manage long hold times to maximize productivity
• Identity Verification & Compliance
• LOA Submission: Verify and read aloud LOAs when needed
• Security Clearance: Answer security questions using CRM data
• Privacy Adherence: Follow US data privacy standards and internal rules
• Fetching Core Metrics: Obtain onboarding data like Meter numbers, Usage and Billing data
• Discrepancy Resolution: Identify and resolve database mismatches
• Data Entry & CRM Management: Log data in CRM during/after calls
• Call Dispositions: Log detailed notes on calls
• Pipeline Progression: Move profiles to next onboarding stage
• Troubleshooting: Escalate to supervisors when LOA is valid but rejected
• Internal Escalation: Flag issues to US sales/account teams
• General: Meet KPIs like connect rate, accuracy, quality
• Adhere to scripts/compliance and customer experience guidelines
• Handle escalations and maintain performance culture

Skills

Outbound calling

Analytical ability

English communication

Leadership (preferred)

MS Excel / Google Sheets

Education

UG/PG from a reputed Institution

Tools

TalkDesk

CRM

Dialer

Power BI

Google Sheets

Job description

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale.

Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We deliver this through three comprehensive solutions:

• Utility Bill Management: Automating the entire utility bill lifecycle — from data capture and validation to payment processing and auditing.
• Energy Procurement Advisory : Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all. .
• Sustainability Reporting — Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines — united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

• "Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year
• 11 annual holidays
• 10 days sick leave
• Up to 2 weeks bereavement leave
• 2 professional development days off
• Parental Leave Benefits for ALL parents
• 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

Celebrating Diversity and Inclusion

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing [e-mail] prior to completing your application.

Function: International Contact Centre / Customer Operations
Experience: 1-3 years
Qualification: UG / PG from a reputed Institution; Lean / Six Sigma Certification; Hands on Analytics / spreadsheet knowledge (Google suite), Exposure to AI is preferred

Location: Chennai (Or feasible to relocate to Chennai)

Employment Type: Full-time, Work from Office (Night Shift)

Role Overview

We are looking for an experienced Outbound Contact Centre Analyst for reaching out to US based Utilities. The ideal candidate should have strong experience in outbound calling operations, preferably in a product based support org., Tech support, customer acquisition, collections, retention, or revenue-focused contact centres.

Key Responsibilities

• Outbound Calling & Navigation
• Time Zone Alignment: Work night shifts in India (from Chennai office) to align with US business hours (EST, CST, MST, or PST).
• IVR Navigation: Navigate complex Interactive Voice Response (IVR) systems of various utility companies to reach the correct B2B or customer service department.
• Hold-Time Management: Efficiently manage long hold times, often using multiple lines or predictive dialers to maximize productivity.
• Identity Verification & Compliance
• LOA Submission: Submit, verify, (& if needed) read aloud Letters of Authorization (LOAs) to prove the customer has consented to release their data to your company.
• Security Clearance: Answer security questions on behalf of the customer or client based on the CRM data provided.
• Privacy Adherence: Strictly follow US data privacy standards and internal compliance rules when handling customer addresses, contact info, and usage data.
• Fetching Core Metrics: Request specific onboarding data from the utility representative, which typically includes Service Data (Meter numbers, Rate classes, Service start/end dates.), Historical Usage (12 to 24 months of historical consumption data & Billing Data (Current account balance, past-due amounts, or tariff structures.)
• Discrepancy Resolution: Identify and resolve mismatches in the Database
• Data Entry & CRM Management
• Real-time Logging: Accurately input the fetched utility data into the company's CRM or onboarding platform during or immediately after the call.
• Call Dispositions: Log clear, detailed notes on the call outcome
• Pipeline Progression: Move the customer's profile to the next stage of the onboarding pipeline once the required data is verified.
• Troubleshooting: Handle pushback from utility representatives who may be reluctant to share data, politely escalating to supervisors if an LOA is valid but being rejected.
• Internal Escalation: Flag accounts that have issues (e.g., the customer is in default with the utility) to the US-based sales or account management team.
• General responsibilities (not limited to):
• Adhere to key performance metrics including connect rate, conversion rate, productivity, AHT, occupancy, adherence & quality.
• Ensure adherence to call quality standards, scripts, compliance requirements and customer experience guidelines.
• Handle escalations and ensure timely resolution of customer and operational issues.
• Maintain Arcadia’s high-performance culture focused on accountability, customer experience and continuous improvement.

Our ideal Candidate Profile

• Exceptional attention to detail
• Good collaborator with strong customer handling skills
• Fluent English speaker with strong verbal and written communication (Level C1 or higher)
• 1+ years of experience in International Outbound Contact Centre / BPO / Tele-sales / Collections / Customer Operations.
• Experience supporting and troubleshooting with customers via phone
• Experience working with US teams
• Proven track record of achieving NPS, sales, conversion, productivity or revenue targets.
• Strong understanding of contact-centre metrics
• Excellent analytical and problem-solving skills with the ability to translate data into actionable improvements.
• Strong communication, stakeholder-management and leadership skills (Preferred)
• Experience with TalkDesk or similar applications, CRM, dialer/contact-centre platforms, workforce management tools and reporting dashboards.
• Hands on knowledge in making AI work in tandem with the Team
• Proficiency in MS Excel, Google Sheets and reporting/analytics tools; exposure to Power BI or similar tools is an advantage.
• Ability to work in a fast-paced, target-driven environment and manage multiple priorities