Call Center Senior Analyst Job at NTT DATA (Gurugram)

Security Operations Center (SOC) Cyber Threat Senior Analyst

The Security Operations Center (SOC) Cyber Threat Analyst will be part of the Gl...

Location

Singapore , Singapore

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

4-8 years of relevant experience in Cyber
Proven influencing and relationship management skills
Understand the life cycle of network threats, web attacks, attack vectors, and methods of exploitation
Ability to conduct analysis utilizing network traffic (packet capture), web logs, endpoint logs and others to identify unusual behavior that may indicate malicious activity
Proven and strong analytical skills
Attentive to detail and possess a strong investigative mindset
A good team player, self-driven and able to act as individual contributor
Consistently demonstrates clear and concise written and verbal communication
Relevant cyber security certification is a bonus
Regular weekly work shift will include one of the weekends (e,g, Saturday, Sunday)

Job Responsibility

Analyze security events to identify potential threats and intrusions. Events include but not limited to Intrusion Detection/Prevention tools, anomaly detection systems, Firewalls, Antivirus and EDR systems, proxy devices, cloud security solution and data leakage prevention system
Assess and investigate potential security threats sourced from other channel leveraging variety of data and tools
Drive a continuous effort to improve SOC process. Execute adhoc tasks or small projects as needed
Undertakes root cause analysis of events, perform risk assessment on threat or vulnerability and make recommendations to improve detection capability
Drive a continuous effort to review and fine tune detection rule/use case/signature to reduce unnecessary noise and increase alert fidelity
Handle threat incidents call like DDOS incidents, adhoc high severity cases including collaboration and escalation to other support groups
Participate in daily and adhoc conference calls, self-assessment processes and documentation related tasks
Stay updated with the latest cybersecurity trends, emerging threats and technologies

Fulltime

Networking Senior Analyst - Smart Hands Support

Provides on-site technical support for network infrastructure, hardware installa...

Location

United States , Yonkers

Salary:

78240.00 - 117360.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

1+ years of hands-on IT/network support or server infrastructure experience
High school diploma or trade school training or relevant experience
Strong understanding of networking (OSI Layers 2 & 3), cabling, and data center operations
Familiarity with routers, switches, firewalls, UPS systems, and electrical/cooling infrastructure
Experience with Visio, testing tools, and interpreting floor plans
Strong written and verbal communication skills
Able to lift 50 lbs., climb ladders, and perform physically demanding tasks
Reliable transportation and a clean, insurable driving record
Fully vaccinated for COVID-19 and flu (as required for hospital access)
CompTIA A+, Network+, or Cisco certifications (CCNA, etc.)

Job Responsibility

Provide Smart Hands support for network/server hardware (rack/stack, cabling, hardware swaps)
Troubleshoot and resolve physical connectivity issues, including cable tracing, module/port replacements, and resets
Perform routine equipment maintenance, hardware upgrades, and emergency repairs
Power cycling, console access setup, and module disk/power replacements as directed by remote teams
Document work performed, maintain service logs, and update appropriate systems
Respond to ticketing system, update tickets to track information and maintain SLAs
Support inventory management, shipping/receiving, and site readiness tasks
Respond to emergency situations and participate in rotating on-call schedules
Follow safety protocols and adhere to operational procedures and change management policies

What we offer

medical insurance
dental insurance
vision insurance with an employer contribution
flexible spending or health savings account
life and AD&D insurance
short and long term disability coverage
paid time off
employee assistance
participation in a 401k program with company match
additional voluntary or legally-required benefits

Fulltime

Networking Senior Analyst - Smart Hands Support

Provides on-site technical support for network infrastructure, hardware installa...

Location

United States , Yonkers

Salary:

78240.00 - 117360.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

1+ years of hands-on IT/network support or server infrastructure experience
High school diploma or trade school training or relevant experience
Reliable transportation, as there is significant local travel
Strong understanding of networking (OSI Layers 2 & 3), cabling, and data center operations
Familiarity with routers, switches, firewalls, UPS systems, and electrical/cooling infrastructure
Experience with Visio, testing tools, and interpreting floor plans
Strong written and verbal communication skills
Able to lift 50 lbs., climb ladders, and perform physically demanding tasks
Reliable transportation and a clean, insurable driving record
Fully vaccinated for COVID-19 and flu (as required for hospital access)

Job Responsibility

Provide Smart Hands support for network/server hardware (rack/stack, cabling, hardware swaps)
Troubleshoot and resolve physical connectivity issues, including cable tracing, module/port replacements, and resets
Perform routine equipment maintenance, hardware upgrades, and emergency repairs
Power cycling, console access setup, and module disk/power replacements as directed by remote teams
Document work performed, maintain service logs, and update appropriate systems
Respond to ticketing system, update tickets to track information and maintain SLAs
Support inventory management, shipping/receiving, and site readiness tasks
Respond to emergency situations and participate in rotating on-call schedules
Follow safety protocols and adhere to operational procedures and change management policies

What we offer

Medical, dental, and vision insurance with an employer contribution
Flexible spending or health savings account
Life and AD&D insurance
Short and long term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally-required benefits

Fulltime

Project Senior Analyst

The Project Senior Analyst is a seasoned professional role. Applies in-depth dis...

Location

Costa Rica , Heredia

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

5-8 years of experience
Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations
Working knowledge of call center Technologies including systems, technologies and system work practices
Knowledge of HR policies and procedures
Knowledge of Call Center industry
Previous customer service management experience within a call center setting
Tertiary qualifications desirable
Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

Job Responsibility

Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed
Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log
Ensures resources are assigned to project & monitor commitment
Ensures change control is executed throughout project
Identifies, documents, and understands project dependencies
Identifies key stakeholders who participate in project scope definition
Tracks actual project costs, identify variances, and reforecast project costs as needed
Measures project management performance against standards
Ensures appropriate project staffing levels

Fulltime

Customer Service Analyst, Senior

Provides support for business decisions impacting budget, Service Level, technic...

Location

United States , Sacramento

Salary:

90000.00 - 136000.00 USD / Year

PG&E Corporation

Expiration Date

Until further notice

Requirements

High School Diploma
Equivalent experience or relevant technical trade school/training
BA or BS degree or related discipline or equivalent experience or technical training
LEAN and/or Six Sigma Certification or PM certified
Strong Utility industry understanding
Ability to solve complex problems involving arithmetic as needed to perform at job level
Competency in applying knowledge of business and the marketplace to advance the organization goals
Ability to manage multiple key analyses, process improvement efforts and/or projects, while supporting the local team's day to day operational needs
Advanced in an analyze and recommend approach for findings and associated cost/efficiency gains imbedded in recommendations
Manage and prioritize workload including day to day onsite functions, ad hoc requests, and individual analyses/projects

Job Responsibility

Responsible for forecasting daily and half-hourly staffing requirements to ensure the right number of associates (800-1,000 employees), with autonomy to make critical business decisions that impact KPI's
Troubleshoots technical applications that apply to scheduling, skilling management, content delivery, and web-based entry forms
24/7 On-Call commitment for Operational Support
Manages tech-down events from start to finish locally, partnering with call routing, network, and IT partners to resolve any range of contact center issues
Plan and schedule for absenteeism, meetings, training requirements, offline time, and coaching sessions that align with budget and customer requirements
Manages and resolves scheduling issues and skill profiles ensuring that agents take appropriate calls, and system stability, to include what-if scenario-based analysis to optimize contact center solutions
Executes audits and trend analyses on Contact Center efficiency or budget concerns including attendance, exceptions, average handle time, repeat calls, over-time, under-time, agent call profiling, and service level
Provides updates to business partners about changes in focus and trends with adequate understanding to field questions
Leads the scheduling effort of pre-planned training for all agents, for both ongoing and specialized focus groups
Supports and acts as Lead during all major weather, wildfire, Public Shut Off Events as it relates to staff planning and decision making for voluntary, mandatory, and emergency overtime

What we offer

Eligible to participate in PG&E's discretionary incentive compensation programs

Fulltime

Senior Analyst - Workforce Management

The Senior Workforce Management Analyst is responsible for the daily efforts to ...

Location

Philippines , Manila

Salary:

Not provided

Airbnb

Expiration Date

Until further notice

Requirements

Strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations
ability to create forecasting and scheduling to that forecast
competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers
strong quantitative, analytical and technical aptitude skills
ability to work under pressure, meet deadlines and be accountable for performance
ability to multitask, be detail oriented and demonstrate strong organizational skills
excellent interpersonal skills with all levels of organizational customers and team members
ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
ability to work independently, establish priorities and demonstrate good judgment skills

Job Responsibility

Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Analyse capacity plans and undertake appropriate calculations to estimate job requirements, resources and review plans, making appropriate adjustments in the event of changes and unforeseen circumstances
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
Generates and evaluates staffing schedules, and ensures data updates into the scheduling system, generating short and long-term staffing models and providing recommendations based on analysis
Compares results to forecast and identify opportunities for improvement
Provide daily/intraday performance reports to leadership and other related duties as assigned
Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives

Fulltime

People Services Senior Analyst - VPP

You will lead aspects of transformation and operations, at the business unit lev...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field is required
Experience working in a Shared Services / Contact Center environment as a call handler for a minimum of 2 years
Experience working in a Shared Services / Contact Center environment as a Trainer or Training Apprentice is preferred
Experience working with a diverse and multi-cultural team
Experience working for a multinational organization and working with colleagues internationally are preferred

Job Responsibility

Develops, updates and enhances the training content specific to the process
Acts as the full process trainer and Subject Matter Expert supporting the People Services professionals with questions on the floor
Dashboard/Data analysis focusing on NPS, CSAT, sentiment analysis and Internal Audits: performance and trends - run weekly quality reviews with Team Leaders and Supervisor
Case Management: Required to support operations 40-60% of the time when volume spikes
Works alongside Team Leaders and Supervisor on cases that are prone or have already been raised to escalation stage
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g.GM Answers) and escalating the case to Tier 2 and following through to resolution
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, simplicity, and safety
Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals
Conducting meetings with team members to align process gaps based on escalated issues and post audit results
Quality Management: Run quality analysis: Calibration with Quality Auditors

Fulltime

People Services Senior Analyst - VPP

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field is required
Experience working in a Shared Services / Contact Center environment as a call handler for a minimum of 2 years
Experience working in a Shared Services / Contact Center environment as a Trainer or Training Apprentice is preferred
Experience working with a diverse and multi-cultural team
Experience working for a multinational organization and working with colleagues internationally are preferred

Job Responsibility

Develops, updates and enhances the training content specific to the process. Acts as the full process trainer and Subject Matter Expert supporting the People Services professionals with questions on the floor
Dashboard/Data analysis focusing on NPS, CSAT, sentiment analysis and Internal Audits: performance and trends - run weekly quality reviews with Team Leaders and Supervisor
Case Management: Required to support operations 40-60% of the time when volume spikes. Works alongside Team Leaders and Supervisor on cases that are prone or have already been raised to escalation stage. Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g.GM Answers) and escalating the case to Tier 2 and following through to resolution
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, simplicity, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with team members to align process gaps based on escalated issues and post audit results
Quality Management: Run quality analysis: Calibration with Quality Auditors
escalated cases analysis to identify root cause and address improve the process. Additional audits to focus on analyst performance improvements during the Academy Bay period. Maintaining relevant reports for post audit results. Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes. Monitoring peer check / post audit results and ensuring that practical problem solving is applied to any process gaps and critical escalations
Project Management: Participating in project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set
Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Contributing to the implementation of projects relating to quality improvements and service excellence
Operational Efficiency: Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the Junior Analysts during the Academy Bay period. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and standard operating procedures
Complaint Management: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Team Leader or Supervisor and / or concerned teams, as applicable

Fulltime

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Call Center Senior Analyst

Job Description

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