Support Analyst - Customer Care

HCL Technologies Limited; Dadri; On-site; INR 400,000 - 640,000; Full time

Job summary

HCL Technologies Limited is seeking a Support Analyst to enhance business efficiency through operational reporting and data management. This role focuses on identifying issues, streamlining processes, and implementing impactful solutions within delivery enablement projects.

The analyst will collaborate cross-functionally to ensure seamless integration of enhancements and drive improved outcomes. You will analyze, report, and monitor performance metrics using analytical tools, develop solutions

Qualifications

• Experience in contact center operations and customer service processes.
• Ability to interpret data and generate actionable insights.
• Strong written and verbal communication skills.
• Familiarity with process mapping and documentation techniques.

Responsibilities

• Conduct thorough analysis to identify existing issues within business operations, utilizing contact center operations knowledge to enhance overall efficiency.
• Optimize workflows by developing and implementing solutions tailored to project needs, ensuring alignment with customer service objectives.
• Generate detailed reports and comprehensive analyses using analytical tools to inform decision-making and drive process improvements within the assigned project.
• Collaborate cross-functionally with various teams to ensure seamless integration of enhancements, maximizing project outcomes and customer satisfaction.
• Utilize advanced analytical tools and methodologies to continuously monitor performance metrics, suggesting strategic initiatives for ongoing optimization in contact center operations.

Skills

Contact center operations

Analytical skills

Communication skills

Process mapping

Job description

The Support Analyst plays a crucial role in enhancing business efficiency through operational reporting and data management. This position focuses on identifying issues, streamlining processes, and implementing impactful solutions within delivery enablement projects. The analyst will collaborate cross-functionally to ensure seamless integration of enhancements, ultimately driving improved outcomes.

Key Responsibilities

• Conduct Thorough Analysis To Identify Existing Issues Within Business Operations, Utilizing Contact Center Operations Knowledge To Enhance Overall Efficiency.
• Optimize Workflows By Developing And Implementing Solutions Tailored To Project Needs, Ensuring Alignment With Customer Service Objectives.
• Generate Detailed Reports And Comprehensive Analyses Using Analytical Tools To Inform Decision-Making And Drive Process Improvements Within The Assigned Project.
• Collaborate Cross-Functionally With Various Teams To Ensure Seamless Integration Of Enhancements, Maximizing Project Outcomes And Customer Satisfaction.
• Utilize Advanced Analytical Tools And Methodologies To Continuously Monitor Performance Metrics, Suggesting Strategic Initiatives For Ongoing Optimization In Contact Center Operations.

Skill Requirements

• Proficient Understanding Of Contact Center Operations And Customer Service Processes.
• Strong Analytical Skills, With The Ability To Interpret Data And Generate Actionable Insights.
• Excellent Written And Verbal Communication Skills For Effective Collaboration And Reporting.
• Familiarity With Process Mapping And Documentation Techniques.
• Outcome-Oriented Mindset, Focused On Driving Improvements And Meeting Project Goals.

Other Requirements

1. Certification In Customer Service Or Contact Center Management Is Optional But Valuable

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.