Analyst - Voice process

CIEL HR; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

CIEL HR in India (Chennai) is hiring for an International BPO role focused on outbound calls to US-based utility companies. You will collect and verify data, maintain CRM records, and ensure compliance with data privacy and security protocols.

The ideal candidate has 1–3 years' experience in international BPO or customer operations, strong English skills (C1+), proficiency in MS Excel/Google Sheets, and comfort with US-night shifts.

Qualifications

• 1 to 3 years of experience in International BPO, Outbound Calling, Collections, or Customer Operations.
• Experience handling US customers/US processes is preferred.
• Excellent verbal and written English communication skills (C1+).
• Strong MS Excel / Google Sheets and data verification skills.
• Knowledge of CRM.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and customer-handling skills.
• Comfortable working in US-aligned night shifts.
• UG/PG qualification.

Responsibilities

• Make outbound calls to US-based utility companies and navigate IVR systems.
• Collect and verify utility, billing, and historical usage data.
• Perform data validation and resolve data discrepancies.
• Update CRM/onboarding systems and maintain accurate call records.
• Handle utility representative pushbacks, escalations, and troubleshooting.
• Ensure proper LOA submission and security verification as required.
• Maintain call quality, productivity, AHT, adherence, and other KPIs.
• Follow data privacy, compliance, and customer experience guidelines.
• Coordinate with internal teams to resolve operational issues and progress customer onboarding.

Skills

Verbal communication

Written communication

Analytical thinking

Data verification

Attention to detail

Education

UG/PG qualification

Tools

MS Excel

Google Sheets

CRM

Job description

Role & responsibilities

• Make outbound calls to US-based utility companies and navigate IVR systems.
• Collect and verify utility, billing, and historical usage data.
• Perform data validation and resolve data discrepancies.
• Update CRM/onboarding systems and maintain accurate call records.
• Handle utility representative pushbacks, escalations, and troubleshooting.
• Ensure proper LOA submission and security verification as required.
• Maintain call quality, productivity, AHT, adherence, and other KPIs.
• Follow data privacy, compliance, and customer experience guidelines.
• Coordinate with internal teams to resolve operational issues and progress customer onboarding.

Preferred candidate profile

• 1 to 3 years of experience in International BPO, Outbound Calling, Collections, or Customer Operations.
• Experience handling US customers/US processes is preferred.
• Excellent verbal and written English communication skills (C1+).
• Strong MS Excel / Google Sheets and data verification skills.
• Knowledge of CRM
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and customer-handling skills.
• Comfortable working in US-aligned night shifts.
• UG/PG qualification