Tech Shift Lead (Storage-Google/GCP)

Tata Consultancy Services; Gandhinagar, Indore District, Chennai District; On-site; INR 500,000 - 900,000; Full time

Job summary

Tata Consultancy Services in India seeks a results-driven Operations Analyst to monitor case flow, ensure SLA adherence, and drive continuous improvement. You will audit quality, manage real-time queue performance, and provide training to agents while supporting performance coaching and reporting.

Applicants should demonstrate strong analytical skills, experience with case management tools, and effective communication with stakeholders to identify trends and improvement opportunities.

Qualifications

• Experience in service operations and metrics.
• Proficiency with case management systems and dashboards.
• Strong analytical and reporting capabilities.
• Effective stakeholder communication and collaboration.
• Ability to drive process adherence and continuous improvement.

Responsibilities

• Monitor case flow, quality, adherence, and SLA/SLO compliance.
• Perform quality audits and provide structured feedback to agents.
• Manage realtime queue performance and workforce adherence.
• Deliver onboarding and ongoing technical/nontechnical training.
• Support performance management, coaching, and reporting.
• Analyze operational data to identify trends and improvement areas.
• Act as escalation points for operational or process issues.
• Ensure compliance with defined processes, policies, and governance standards.

Skills

Service operations

Case management systems

Analytical reporting

Stakeholder communication

Process improvement

Job description

Job Description:

Essential Skills & Experience

• Strong understanding of service operations and metrics
• Experience with case management systems and dashboards
• Analytical and reporting capabilities
• Stakeholder and communication skills
• Ability to drive process adherence and continuous improvement

• Monitor case flow, quality, adherence, and SLA/SLO compliance
• Perform quality audits and provide structured feedback to agents
• Manage realtime queue performance and workforce adherence
• Deliver onboarding and ongoing technical/nontechnical training
• Support performance management, coaching, and reporting
• Analyze operational data to identify trends and improvement areas
• Act as escalation points for operational or process issues
• Ensure compliance with defined processes, policies, and governance standards