EXL

Analyzes business data and runs outsourced operations

Executive

Business IntelligenceConfirmed live in the last 24 hours

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

Graduation from a university or government-recognized private college degree program, or 15 years of education including a diploma of three years or more from a government-registered and nationally recognized institution offering hospitality, tourism, or travel diplomas.
Good computer navigation skills, including the ability to use a desktop computer and basic knowledge of the internet, web browsers, and search engines.
Phone and call-handling skills.
Keyboarding speed of 18 words per minute, as specified in the skill set matrix.
Ability to communicate information and knowledge effectively, demonstrating empathy with customers and colleagues.
Ability to gather relevant information from various sources and identify key issues.
Ability to generate multiple solutions to problems and select the most appropriate one.
Ability to identify and understand customer needs and provide customer service.
Understanding of the business and how to implement initiatives to maximize competitive advantage.
Ability to work effectively with a team and respect the needs of others and the organization.
Ability to plan, prioritize, and schedule work to ensure timely completion.
Ability to remain effective as situations, tasks, responsibilities, and people change.
Ability to maintain high work standards.
Advanced proficiency in Microsoft Access and Microsoft Excel.
Thorough knowledge of tables, relationships, queries, forms, reports, modules, and advanced macros.

Responsibilities

Make and receive calls to Thames Water customers and third parties to obtain process-related information.
Manage customer calls and emails and respond to customer inquiries.
Address customer issues promptly and professionally, providing appropriate solutions and guidance.
Ensure information provided to customers is accurate and up to date.
Record and maintain detailed, accurate records of customer interactions, inquiries, complaints, and resolutions using designated systems or software.
Follow established communication scripts, guidelines, and procedures.
Collaborate with team members and departments to escalate complex issues, share knowledge, and support continuous improvement.
Meet performance targets for call and email handling, response time, customer satisfaction, and related metrics.
Identify stakeholder requirements for database systems to be developed.
Develop and design database architecture according to instructions and modify it to accommodate business requirements.
Design and develop user-interface forms in Microsoft Access and Microsoft Excel, and troubleshoot related issues.
Prepare metric reports, consolidated dashboards, and perform complex problem solving, critical thinking, and decision making.
Consolidate and integrate data from multiple sources into a single reporting environment.
Prepare intraday reports on staff attendance.
Communicate with management and operations teams to ensure compliance with company standards.
Collaborate with Fulfillment Operations Department management to identify opportunities to optimize the workforce.

To make/receive calls to Thames Water Customers and third parties and seek information related to Process

Respond to Customer Inquiries: Manage calls and emails from customers.
Provide Support and Assistance: Address customer issues promptly and professionally, offering appropriate solutions and guidance to resolve problems effectively.
Ensure Accuracy and Quality: Maintain a high level of accuracy in all interactions, ensuring that information provided to customers is correct and up to date.
Document Interactions: Record and maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated systems or software.
Follow Communication Procedures: Adhere to established communication scripts, guidelines, and procedures to ensure consistency and quality in customer interactions.
Collaborate with Team Members: Work closely with other team members and departments to escalate complex issues, share knowledge, and contribute to continuous improvement efforts.

Meet Performance Metrics: Meet or exceed performance targets for call/email handling, response time, customer satisfaction, and other relevant metrics.

Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution providing diplomas in the hospitality, tourism, travel industry

Good Computer navigation skills
- Ability to use the Desktop Computer system
- Basic Knowledge of using Internet, Web Browser, Search Engine etc
Phone/ Call Master Handling Skills

Good Keyboarding speed – 18 WPM as mentioned in the skill set matrix

Communication Skills

Effectively communicates information and knowledge, demonstrating empathy with customers and colleagues

Data Gathering

Gathers relevant information from a variety of sources and identifies the key issues

Problem Solving

Generates various solutions to problems and then selects the most appropriate

Customer Service Focus

Identifies and understands the (internal or external) customer’s needs and strives to provide a world-class service

Business Awareness

Understands the business how to implement business initiatives to maximise our competitive advantage

Teamwork

Works effectively with teamwork to accomplish goals, takes action that respects the needs’ of others & those of the organisation

Managing Self

Plans, priorities and schedules own work to ensure timely completion

Adaptability

Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

Work Standards

Sets own high standards of performance

Essential Duties & Responsibilities:Advance proficiency in MS Access and MS Excel is a must.
Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros
Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed.
Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements. Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it. Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making.
Consolidation and integration of data from multiple source in to single reporting environment. Prepares intraday reports on staff attendance. Communicate with management and operations team to ensure compliance with company standards.
Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.

EXL

Executive

About the Job

Requirements

Responsibilities

About the Company

EXL

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