Senior Process Associate - Customer Care

HCLTech
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📍 Hyderabad, India

About this role

Job Summary

We are seeking a detail-oriented and analytical professional with 1–3 years of experience to join our BPO operations team as a Non-Technical Operations Analyst. In this role, you will be responsible for monitoring process performance, analyzing operational metrics, identifying trends, and providing actionable insights to improve efficiency and quality. You will act as a bridge between frontline agents and management, ensuring data accuracy and supporting data-driven decision-making. 

Key Responsibilities

Data Analysis & Reporting 

  • Metric Tracking: Daily, weekly, and monthly tracking of key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level Agreements (SLAs), and quality scores. 

  • Report Generation: Create and maintain structured dashboards and reports for leadership and client review using tools like MS Excel. 

  • Trend Identification: Analyze operational data to spot anomalies, drops in performance, or emerging process trends. 

Stakeholder & Team Support 

  • Feedback Loops: Present data findings clearly to operations managers and team leads to help them coach agents effectively. 

  • Client Interfacing: Assist in preparing presentations and data decks for quarterly business reviews (QBRs) and client meetings.

Skill Requirements

Experience 

  • Required: 1 to 3 years of experience in a BPO, KPO, or shared services environment, ideally within a reporting, quality, or analyst function. 

Soft Skills 

  • Critical Thinking: Ability to look beyond numbers to understand the "why" behind operational performance. 

  • Communication: Strong written and verbal communication skills to explain data insights to non-analytical team members. 

  • Time Management: Ability to manage multiple reporting deadlines in a fast-paced, high-pressure environment. 

 

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields

Frequently Asked Questions

Is the salary disclosed for the Senior Process Associate - Customer Care position at HCLTech?
The salary for this Senior Process Associate - Customer Care role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Process Associate - Customer Care position at HCLTech located?
This Senior Process Associate - Customer Care role at HCLTech is based in Hyderabad, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Process Associate - Customer Care position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Process Associate - Customer Care job at HCLTech posted?
This Senior Process Associate - Customer Care position at HCLTech was posted on Aug 24, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Process Associate - Customer Care
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.