Job Description

Job Description: Chat Repair – Analyst 

Candidate must have good communication and interpersonal skills. Candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. Candidate needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary.

Key Responsibilities:

• Manage the call\Chat volume, daily attendance and program break schedules.
• Assist with creation if metrics and targets for services.
• Work closely with the operations team to analyse and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Assist with projects and other duties as requested or assigned

Requirements:

• Min Qualification: Graduates (Any stream).
• Must have Microsoft Excel skills.
• Proficiency in creating reports and forecasting using Excel.
• Attention to detail and high level of accuracy.
• Ability to multi-task, focus and complete reports for extended periods of time.

• Previous Work Force Management experience required

• Manage the call\Chat volume, daily attendance and program break schedules.

• Assist with creation if metrics and targets for services.
• Work closely with the operations team to analyse and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Assist with projects and other duties as requested or assigned

If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling in a chat environment, we encourage you to apply for this exciting opportunity.

eClerx Customer Operations 

eClerx Customer Operations specializes in improving end-to-end customer journeys by providing advanced analytics, automation, superior omnichannel customer support, and field technical operations. Transforming everyday touchpoints into superior customer experiences to help our clients improve sales and retention, while reducing costs and enhancing customer satisfaction

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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