Sr. Associate Analyst (Operations/UK-Semi Voice) | Noida Sec 60 – WFO
Tech Mahindra
Company Rating: 3.5/5 (3,537 Reviews)
Location: Noida (Sector 60, Block A)
Salary: ₹2.5 – 4.5 Lacs P.A.
Experience: 2 – 6 years
Posted: 8 days ago
Openings: 10
Job Highlights:
- Experience Required: Minimum of 2 years in international projects with hands-on experience in MS Excel.
- Key Responsibilities: Coordinating between freelancing examiners and clients, providing customer service via email, and resolving queries.
- Shift Timing: UK Shift (12 PM – 9:30 PM), Fixed weekends off (Saturday & Sunday).
- Salary: ₹2.5 to ₹4.5 Lacs per annum with additional perks.
- Transportation: Two-way transportation provided within a 30KM radius from the office.
- Location: Noida Sector 60, UP.
Role Overview:
Tech Mahindra, one of the leading global providers of Information Technology (IT) and Business Process Outsourcing (BPO) services, is actively seeking to hire Sr. Associate Analyst BPS – Operations for their UK-Semi Voice Process in Noida. This is an exciting opportunity for individuals looking to take their careers forward in the BPO sector and contribute to a reputed brand based in the UK.
As an Operations Specialist, you will be responsible for managing the relationship between freelancing examiners and the client, providing excellent customer service, and resolving issues that arise. This role involves a mix of operational tasks and direct customer interaction through email, making it ideal for individuals who have experience in international customer service and communication.
About Tech Mahindra Business Services:
Tech Mahindra is a USD 4.9 billion company and a part of the Mahindra Group. The company’s Business Process Outsourcing (BPO) division, Tech Mahindra Business Services (TMBS), provides Next-Gen Digital Customer Experience and Back Office services to clients across various industries. These include Communication, Media & Entertainment, Retail & CPG, Healthcare & Life Science, Banking & Financial Services, Transport, Hospitality & Logistics, and Manufacturing & Utilities.
With more than 131,500 professionals across 90 countries, Tech Mahindra serves over 946 global customers, including Fortune 500 companies, showcasing its substantial presence and reputation in the industry. As part of Tech Mahindra Business Services, you will be contributing to high-impact projects that aim to drive innovation, efficiency, and customer satisfaction across industries.
Key Responsibilities:
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Coordination between Freelancing Examiners and Clients:
As a Sr. Associate Analyst in this role, you will serve as the main point of contact between freelancing examiners and the client. You will coordinate tasks, track progress, and ensure that examiners meet their targets while managing their payments and commissions.
You will liaise with both the freelancing team and the client, ensuring a seamless flow of information and ensuring that all parties are aligned on expectations, deadlines, and outcomes. Your ability to manage communication between multiple stakeholders will be crucial to the smooth operation of the process.
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Email-Based Customer Service and Issue Resolution:
A major component of this role is providing top-tier customer service via email. You will be required to address a variety of customer queries, concerns, and requests in a professional and timely manner. This will require strong communication skills, the ability to manage multiple email threads simultaneously, and a customer-focused attitude.
You will need to resolve issues effectively and ensure that the customer’s concerns are addressed with the highest level of satisfaction. Your ability to write clear, concise, and empathetic responses will significantly impact customer experience and satisfaction.
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Operational Support and Reporting:
In this role, you will also provide operational support to the team and clients by managing daily reports, tracking the status of tasks, and ensuring that all activities are conducted according to established guidelines. Your responsibilities will include:
- Preparing and submitting daily/weekly/monthly reports on process performance.
- Monitoring the work and progress of freelancing examiners.
- Ensuring that all activities are compliant with the company’s standards and regulations.
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Handling Escalations:
You will be expected to handle escalated customer issues, troubleshooting problems, and finding effective solutions. Whether it’s an issue with examiners, clients, or process inefficiencies, you will be responsible for making decisions and managing resolutions to maintain a smooth workflow.
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Documentation and Data Entry:
Another key aspect of the job will involve maintaining accurate records of all customer interactions, freelancer tasks, and client communications. You will be responsible for entering relevant data into company systems, ensuring that all records are up-to-date and accessible for reporting and decision-making.
Required Skills and Qualifications:
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Experience in International Projects:
- A minimum of 2 years of experience in international BPO projects is essential. Previous experience working with clients from the UK is highly desirable.
- You should be comfortable working in a fast-paced environment, handling international customer service queries, and managing operational tasks across multiple time zones.
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Proficiency in Email Drafting:
- Excellent written communication skills are crucial for this role, especially in drafting professional, clear, and concise emails.
- You should be capable of crafting responses that reflect the company’s tone and values, while ensuring that customer issues are addressed effectively and empathetically.
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Strong MS Excel Skills:
- The ability to work with Microsoft Excel is essential. You will use Excel to track and report on various operational aspects, including customer service metrics, examiner performance, and client requirements.
- Experience in data entry, creating spreadsheets, and using formulas is required.
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Strong Organizational Skills:
- The role requires excellent organizational skills to manage multiple tasks and priorities simultaneously. You will be expected to handle operational, customer service, and reporting tasks efficiently while meeting deadlines.
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Educational Background:
- A graduate degree in any field is required. While technical or customer service backgrounds are a plus, this role is open to individuals with diverse academic qualifications.
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Ability to Handle International Clients:
- As the role involves direct interaction with clients and freelancers from the UK, you should be comfortable working with international stakeholders, understanding cultural nuances, and delivering a high standard of service.
Work Environment and Benefits:
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Work from Office (WFO):
- This is a full-time office-based role, and you will be required to work from Tech Mahindra’s office in Noida Sector 60. You will be expected to work in the UK Shift (12 PM – 9:30 PM), and enjoy fixed weekends off (Saturday & Sunday).
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Two-Way Transportation:
- Tech Mahindra offers a two-way transportation service for employees working within a 30KM radius of the office. This ensures that your daily commute is hassle-free and comfortable.
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Career Growth and Learning Opportunities:
- Tech Mahindra provides numerous opportunities for career development and learning. You will be able to expand your skill set and experience, opening doors for future roles within the organization.
- Tech Mahindra is committed to fostering an inclusive culture where individuals can develop and grow professionally, regardless of their background or experience.
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Competitive Salary Package:
- The salary for this position is competitive, ranging from ₹2.5 to ₹4.5 Lacs P.A. Depending on experience and performance, you will have opportunities to earn incentives and bonuses based on your contribution to the team.
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Supportive Work Culture:
- Tech Mahindra believes in creating a work culture that promotes mutual respect, collaboration, and teamwork. Employees are encouraged to share their ideas and feedback, helping the company continuously improve its processes and services.
Application Process:
To apply for the Sr. Associate Analyst BPS – Operations position at Tech Mahindra, follow these simple steps:
- Submit Your Resume: Ensure your resume highlights your relevant experience, especially in international BPO projects and customer service.
- Interview Rounds: The interview process includes several stages:
- Round 1: Handwriting, writing, and Excel tasks.
- Round 2: CEPT (English Test – Listening and Reading).
- Round 3: Interview with the Manager.
- Round 4: Interview with the UK client.
- Onboarding: If selected, you will receive comprehensive training to help you settle into the role and familiarize yourself with the company’s processes and tools.
Conclusion:
The Sr. Associate Analyst (Operations/UK-Semi Voice) role at Tech Mahindra offers an exciting opportunity for individuals with a background in international BPO and customer service to work with a leading global company. You will play a vital role in managing client relationships, coordinating between freelancers and clients, and ensuring the smooth operation of the UK-Semi Voice process.
If you are passionate about customer service, possess excellent email drafting and MS Excel skills, and are ready to take on new challenges, apply today to join the Tech Mahindra team!
For further inquiries or to apply directly, please send your resume to TK00926069@Techmahindra.com or contact Dheeraj Kumar (Sr. Recruiter) via WhatsApp at 7816041232.
