Senior Analyst - Night Shift

Arcadia; Chennai District; On-site; INR 600,000 - 1,100,000; Full time

Benefits offered by this job

11 holidays annually

10 sick days

Bereavement leave

Volunteer days off

Professional development days

Parental leave for all parents

Medical/dental/vision coverage 75-95%

Job summary

Arcadia is seeking an experienced Outbound Contact Centre Analyst to support US-based utilities from Chennai. The role requires strong outbound calling skills, data accuracy, and strict privacy compliance. Night shift in India with a Chennai office location is expected.

You will verify customer data, collect necessary authorizations, and log activities into the CRM while coordinating with cross-functional teams to ensure successful onboarding and retention outcomes.

Qualifications

• 3+ years of experience in outbound contact centres or customer operations.
• Experience with data extraction, verification, and CRM logging.
• Exposure to analytics tools and AI is a plus.

Responsibilities

• Outbound calling and navigation to reach proper departments.
• Identity verification, LOAs, and data privacy adherence.
• Data extraction, validation of onboarding data, and discrepancy resolution.
• Real-time CRM data entry and updating during interactions.

Skills

Analytics

AI exposure

Six Sigma

Education

UG/PG from a reputed institution

Lean Six Sigma

Job description

Who We Are

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.

Benefits:

• \"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 volunteer days off


• 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.

Outbound - Analyst

Position: Senior Analyst – Outbound Contact Centre

Function: International Contact Centre / Customer Operations

Experience: 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

1. Outbound Calling & Navigation
   
   
   
   1. Time Zone Alignment: Work night shifts in India (from Chennai office) to align with US business hours (EST, CST, MST, or PST).
   
   
   2. IVR Navigation: Navigate complex Interactive Voice Response (IVR) systems of various utility companies to reach the correct B2B or customer service department.
   
   
   3. Hold-Time Management: Efficiently manage long hold times, often using multiple lines or predictive dialers to maximize productivity.
   
   
   
   


2. Identity Verification & Compliance
   
   
   
   1. 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.
   
   
   2. Security Clearance: Answer security questions on behalf of the customer or client based on the CRM data provided.
   
   
   3. Privacy Adherence: Strictly follow US data privacy standards and internal compliance rules when handling customer addresses, contact info, and usage data.
   
   
   
   


3. Data Extraction & Verification
   
   
   
   1. 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.)
   
   
   2. Discrepancy Resolution: Identify and resolve mismatches in the Database
   
   
   
   


4. Data Entry & CRM Management
   
   
   
   1. Real-time Logging: Accurately input the fetched utility data into the company's CRM or onboarding platform during or immediately after