Analyst - Night Shift

Arcadia Power, Inc.; Tennessee; On-site; USD 4,200 - 7,400; Full time

Benefits offered by this job

Remote-friendly/remote first culture

Flexible PTO

13+ holidays

Professional development

Job summary

Arcadia Power, Inc. is seeking an experienced Outbound Contact Centre Analyst to reach out to US-based utilities from Chennai. The role emphasizes outbound calling, data verification, and CRM management within a night-shift schedule.

This full-time position requires 1-3 years in related roles and strong English communication. You will work in a fast-paced environment, handling LOAs, privacy compliance, and performance metrics while collaborating with US teams and leveraging analytics tools to

Qualifications

• UG/PG degree from a reputed institution.
• Lean/Six Sigma certification is a plus.
• Hands-on analytics/spreadsheet knowledge (Google Suite).Exposure to AI is preferred.

Responsibilities

• Manage outbound calling operations for US-based utilities.
• Navigate IVR systems and reach appropriate departments.
• Log data into CRM and update call dispositions.
• Ensure adherence to KPIs like connect rate, conversion, and NPS.
• Escalate issues when needed and support onboarding progress.

Skills

Outbound calling

BPO

Customer operations

CRM

Excel

Education

UG/PG from a reputed Institution

Lean / Six Sigma Certification

Tools

TalkDesk

CRM

Google Suite

Power BI

Job description

About this position

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.

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.

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

Outbound - Analyst

Position: Senior Analyst – Outbound Contact Centre

Function: International Contact Centre / Customer Operations

Experience: 1-3 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

Outbound Calling & Navigation

Time Zone Alignment: Work night shifts in India (from Chennai office) to align with US business hours (EST, CST, MST, or PST).

IVR Navigation: Navigate complex Interactive Voice Response (IVR) systems of various utility companies to reach the correct B2B or customer service department.

Hold-Time Management: Efficiently manage long hold times, often using multiple lines or predictive dialers to maximize productivity.

Identity Verification & Compliance

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.

Security Clearance: Answer security questions on behalf of the customer or client based on the CRM data provided.

Privacy Adherence: Strictly follow US data privacy standards and internal compliance rules when handling customer addresses, contact info, and usage data.

Data Extraction & Verification

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.)

Discrepancy Resolution: Identify and resolve mismatches in the Database

Data Entry & CRM Management

Real-time Logging: Accurately input the fetched utility data into the company's CRM or onboarding platform during or immediately after the call.

Call Dispositions: Log clear, detailed notes on the call outcome.

Pipeline Progression: Move the customer's profile to the next stage of the onboarding pipeline once the required data is verified.

Exception Handling

Troubleshooting: Handle pushback from utility representatives who may be reluctant to share data, politely escalating to supervisors if an LOA is valid but being rejected.

Internal Escalation: Flag accounts that have issues (e.g., the customer is in default with the utility) to the US-based sales or account management team.

General responsibilities (not limited to)

Adhere to key performance metrics including connect rate, conversion rate, productivity, AHT, occupancy, adherence & quality.

Ensure adherence to call quality standards, scripts, compliance requirements and customer experience guidelines.

Handle escalations and ensure timely resolution of customer and operational issues.

Maintain Arcadia's high-performance culture focused on accountability, customer experience and continuous improvement.

Our ideal Candidate Profile

Exceptional attention to detail

Good collaborator with strong customer handling skills

Fluent English speaker with strong verbal and written communication (Level C1 or higher)

1+ years of experience in International Outbound Contact Centre / BPO / Tele-sales / Collections / Customer Operations.

Experience supporting and troubleshooting with customers via phone

Experience working with US teams

Proven track record of achieving NPS, sales, conversion, productivity or revenue targets.

Strong understanding of contact-center metrics

Excellent analytical and problem-solving skills with the ability to translate data into actionable improvements.

Strong communication, stakeholder-management and leadership skills (Preferred)

Experience with TalkDesk or similar applications, CRM, dialer/contact-center platforms, workforce management tools and reporting dashboards.

Hands on knowledge in making AI work in tandem with the Team

Proficiency in MS Excel, Google Sheets and reporting/analytics tools; exposure to Power BI or similar tools is an advantage.

Ability to work in a fast-paced, target-driven environment and manage multiple priorities