Walk-in || Outbound / Senior Outbound Analyst ( Night Shift)

Position: Analyst / Senior Analyst Outbound Contact Centre (L2)

Notice: (Immediate joiners Preferred)

Function: International Contact Centre / Customer Operations
Experience: 2-6 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 the call.
2. Call Dispositions: Log clear, detailed notes on the call outcome
3. Pipeline Progression: Move the customer's profile to the next stage of the onboarding pipeline once the required data is verified.
5. Exception Handling
1. 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.
2. 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.
6. General responsibilities (not limited to):
1. Adhere to key performance metrics including connect rate, conversion rate, productivity, AHT, occupancy, adherence & quality.
2. Ensure adherence to call quality standards, scripts, compliance requirements and customer experience guidelines.
3. Handle escalations and ensure timely resolution of customer and operational issues.
4. Maintain Arcadias 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)
• 2- 6 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-centre 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-centre 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