Command Centre Cyber Analyst

3 weeks ago

Navi Mumbai, India Open position Full time

Command Centre Cyber Analyst - L3

Job Summary:

We are seeking a detail-oriented and proactive Analyst to manage and deliver a wide range of operational, financial, and complaint-related reports. This role supports decision-making, fraud monitoring, and operational efficiency across teams. The ideal candidate will have strong analytical skills, experience in Call/Command Centre operations, and a solid understanding of investigative/law enforcement processes.

Key Responsibilities:

  • Prepare and distribute
    daily consolidated reports
    (24-hour and 12 noon versions).
  • Track and highlight
    top cases
    for internal review.
  • Generate
    complaint category-wise reports
    to identify trends and patterns.
  • Maintain and update
    performance tracking reports
    across multiple formats.
  • Compile
    complaint reports
    from designated portals and sources.
  • Manage
    shift rosters
    and
    break reports
    for operational teams.
  • Produce various
    weekly reports
    including operational summaries, modus operandi, golden hours, and high-priority case updates.
  • Deliver
    monthly reports
    covering follow-ups, reassignments, lien amount tracking, and overall performance summaries.
  • Conduct
    call audits

to ensure quality and compliance standards are met.
- Perform
reassignments and audits

of cases to ensure accuracy and accountability.
- Review reports for accuracy and insights before distribution.
- Coordinate with clients for updates, clarifications, and feedback.
- Conduct interviews for new candidates and internal assessments.
- Train and evaluate new cyber analysts, including on-the-job training and floor support.
- Manage staffing to prevent burnout, reduce backlog, and improve response times.
- Handle escalations, and complaint management.
- Provide floor support and ensure smooth daily operations.
- Coordinate with vendors for service delivery and issue resolution.
- Report and follow up on technical issues with relevant teams.
- Collaborate with stakeholders for CRM enhancements and change requests.
- Attend and manage visitors professionally and courteously

Qualifications:

  • B. Tech/M. Tech any stream is mandatory. MBA is a plus.
  • Minimum 6 years of experience
    in an inbound
    call center
    within the service industry (fresh candidates will not be considered).
  • Deep knowledge of Digital Telephony Systems, SIP routing and trunking systems.
  • Strong proficiency in
    MS Excel
    and reporting tools such as
    Power BI
    .
  • Excellent attention to detail and
    time management skills
    .
  • Ability to work independently and manage multiple reporting deadlines.
  • Knowledge of police investigation procedures and processes is a plus.
  • Experience in
    coaching and developing skills
    of team members.
  • Effective
    problem-solving
    and
    decision-making
    abilities.

Preferred Skills:

  • Experience in
    fraud monitoring
    or
    complaint management
    .
  • Familiarity with
    IVR systems
    and
    call analytics
    .
  • Strong
    communication and coordination
    abilities.
  • Resource Management

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