Command Centre Analyst ( Hybrid)

Job description

This operation is based in the United States; therefore, the potential employee will be required to work a permanent 11:00 PM to 7:00 AM IST shift in a hybrid work model. The hybrid schedule requires employees to be in the office 3 days per week, with 2 days of remote WorkfromHome allowed. The workweek consists of 5 working days and 2 days off. Remote work privileges will be granted only after successful completion of training and with Manager approval. Excellent verbal and written English communication skills are mandatory for this position.

Position Summary:

Are you a detail-oriented individual looking for an exciting opportunity in Customer Support? Join our dynamic team as a Command Centre Analyst! Due to multiple recent acquisitions and growth, were looking to add a few detail-oriented customer supports to our operations team. The successful applicant needs experience in customer service, helps customers by resolving their issues, answering questions and ensuring a positive experience.

Role & responsibilities

• Respond to all calls and all guest inquires respectfully and professionally.
• Think critically and proactively to resolve issues observed or alerted to at select locations in a prompt and efficient manner to ensure a high level of customer service is delivered to all guests.
• Review/observe operations at select locations to determine if company policies and procedures are being properly executed and adhered to and prepare quality assurance and other reports as directed.
  
• Display a positive and enthusiastic approach to all assignments.
• Work shifts during weekends/nights/holidays in support of a 24/7 operation, as required.
• Will be responsible in shadowing new employees or assisting Manager in training the new employees.

Preferred Candidate Profile

• Excellent verbal and written English communication
• Technological competence including ability to learn new software and computer applications
• 2-3 years of experience in US or UK or any international based call centre ( voice-process experience mandatory)
• Good listening skills, interpersonal skills, with attention to guest and client satisfaction.
• Excellent multi-tasking and problem-solving capabilities.
• Reliable employee and able to quickly grasp new concepts, processes, and other data.

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• Ability to participate as an effective team member in support of 24/7 operation, 365 days/year

Perks and benefits

• Attractive performance bonus for the best performer of the month
• Employee health insurance
• Paid time off
• Optional off on festivals
• Additional Incentives for working on mandatory national holiday
• Additional Night Shift Allowance: 350 Rs/shift completed.
• For example, if you work 22 night shifts in a month, the calculation would be as follows: 350 Rs x 22 shifts =7,700 Rs. This amount will be directly then added to your salary for that particular month.