Senior Analyst

About the role

This role is suited for professionals with strong contact center / BPO Voice support experience, comfortable handling high‑severity incidents, customer escalations, and real‑time service disruptions in a fast‑paced global operations setting. The role requires excellent English communication, strong customer focus, and the ability to work effectively across global teams while delivering a consistent, high‑quality customer experience.

What you'll do

• Serve as the primary customer contact for US and international clients via phone, chat, email, and portals
• Handle high‑priority incidents and customer escalations, ensuring timely response and resolution
• Provide white‑glove support to strategic and enterprise customers in coordination with NOC and Network Operations teams
• Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination
• Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve service‑impacting issues

What you need

• 2–6 years in data & business analytics
• CRM
• Voice process
• B.Tech or B.E.

Good to have

• Telecom
• Dashboarding
• ITIL

What you get