T3 - Analyst - Operations

Alight Solutions; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Health coverage options

Wellbeing and support programs

Vacation and sick leave

Continuing education and training

Job summary

A leading global company in Gurugram is looking for an Analyst – Operations to provide exceptional customer service across various mediums. Applicants should have 4-6 years of experience in international voice customer service, strong communication skills, and the ability to work night shifts. This role offers a comprehensive benefits package along with career growth opportunities.

Qualifications

• Work Experience of 4 - 6 years in International Customer Service 'Voice'.
• Ability to work evening/night shifts.
• Graduate with minimum 55% marks and no gaps in Graduation.

Responsibilities

• Spend 80% of production time logged in on calls.
• Provide effective solutions within client plans.
• Articulate complex client plans simply for participants.

Skills

Excellent verbal and written communication skills

Basic computer operating skills

Good analytical skills

Attention to detail

Education

Graduate in listed discipline (BA, B.Com, BCA)

Tools

MS-Office Applications

Job description

Our Story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values

• Champion People – be empathetic and help create a place where everyone belongs.
• Grow with purpose – Be inspired by our higher calling of improving lives.
• Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

The Role

Analyst – Operations

The Analyst – Operations for Full Case Management represents the Service Center responsible for delivering timely and accurate customer service through any/all the mediums i.e. on phone, web chat. The Full Case Manager post Go-Live/Certification is required to be an efficient communicator who is well versed with tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains.

She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution.

She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements and create a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

Responsibilities

• 80% of production time to be spent logged in on calls
• 20% of production time to review claims and take required action
• Answer calls with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
• Maintain internal & client defined quality on calls
• Understands and contributes positively in meeting client SLA’s & targets
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
• Take complete ownership of self-learning & development
• Ensuring proper documentation and follow-ups and follow SOP’s
• Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision.
• Helps in identifying issues, process delays, and quality problems and recommends solutions and executes.
• Work with leads to ensure delivery in accordance with standard operating procedures

Requirements

• Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% (No Gaps / Failure throughout Graduation)
• Work Experience of 4 - 6 years for International Customer Service “Voice”
• Prior Customer Service experience would be preferred
• Excellent verbal and written communication skills with least grammatical errors
• Basic computer operating skills required (MS- Office Applications)
• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
• Ability to work evening/night shifts
• Good analytical skills & attention to detail.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Background Check

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Diversity Commitment

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.

In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Disclaimer

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.