T3- Analyst Operations

(RESPONSIBILITIES)

• 80% of production time to be spent logged in on calls
• 20% of production time to review claims and take required action
• Answer calls with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
• Maintain internal & client defined quality on calls
• Understands and contributes positively in meeting client SLA’s & targets
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
• Take complete ownership of self-learning & development
• Ensuring proper documentation and follow-ups and follow SOP’s
• Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision.
• Helps in identifying issues, process delays, and quality problems and recommends solutions and executes.
• Work with leads to ensure delivery in accordance with standard operating procedures

(REQUIREMENTS)

• Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation)
• Work Experience of 4 - 6 years for International Customer Service “Voice”
• Prior Customer Service experience would be preferred
• Excellent verbal and written communication skills with least grammatical errors
• Basic computer operating skills required (MS- Office Applications)
• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
• Ability to work evening/night shifts
• Good analytical skills & attention to detail.

Benefits

• We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
• By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Diversity Policy Statement

Authorization to work in the Employing Country