Sr. Contact Center Analyst, 2-5 years exp, Hyderabad / Secunderabad

Minimum Qualifications

· High-level of experience with customer support activities with sensitivity to customer needs and expectations.

· Ability to mentor others within the group

· Ability to implement quality audits to identify areas for team improvement

· Professional written interpersonal and communication skills.

· Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using and trouble-shooting software.

· Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.

· Ability to work within well-defined processes, and collaborate to ensure processes are relevant and effective.

· Ability to work well with others in team-oriented environment.

· Personal ownership of professional development.

· Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications.

· Any three year degree program

· 2 -5 years experience in Contact Centre or sufficient alternative

Alignment with Thomson Competencies

It is expected that an experienced and well-trained Product Support Associate will display the following characteristics of Thomson competencies:

Creating Strategic Perspective ; Ensure daily work is aligned with strategic goals of the organization and understand the business's markets, customers and competitive situation.

Thinking Like a Customer :Understand, anticipate, and accurately respond to customer needs while maintaining a positive customer relationship.

Leveraging Business Savvy :Perform job responsibilities well while understanding the business and marketplace.

Driving Innovation :Creatively utilize problem-solving skills in resolving customer issues while remaining open to alternate possibilities in workflow.

Driving for Results :Take ownership of personal work and training, multi-task effectively and work independently.

Leading Change : Recognize and propose improvements for processes and situations where change is needed.

Managing Across Boundaries :Respectfully collaborate with other team members and departments for benefit of the customer and workgroup.

Developing Talent:Sincere interest in the growth and learning of both self and others while being open to feedback.

Building Relationships: Interact effectively with others in order to complete his/her work and is not difficult to get along with.

Acting with Integrity:Provide information honestly, avoid unethical shortcuts, build trust, and take responsibility for actions.

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