Senior Process Associate - Customer Care
About this role
Job Summary
null
Key Responsibilities
• Monitor Key Performance Indicators (KPIs) for scaled operations using reports, performance dashboards and system generated anomaly alerts.
• Analyze real-time/ near real-time performance data against business standards and identify issues/ gaps in performance.
• Observe performance of specific systems and workflow streams, evaluate the information collected, and provide reports on any incidents that occur.
• Escalate gaps, issues identified, bugs and outages, to respective leads for business continuity response
• Trigger Next Best Actions (NBAs) based on business objectives and policies
• Measure, and report SLA performance for the different teams and functional areas.
Skill Requirements
Must Have:
1–2 years of experience in Data Analytics/Reporting.
Strong SQL and Advanced Excel skills.
Experience with PowerBI/Tableau & BI Tools.
Knowledge of KPI reporting and dashboard development.
Ability to perform RCA and generate business insights.
Bachelor's degree in Engineering, Statistics, Mathematics, Computer Science, or related field.
Good to Have:
Python basics (Pandas, NumPy).
Automation exposure.
Experience in Operations/WFM/Business Analytics environments.
Exposure to AI-assisted analytics tools
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 Jul 30, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Process Associate - Customer Care
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.