Analyst - Customer Experience

1 week ago

Chennai, Tamil Nadu, India Lennox International Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Company Profile:

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

Job Description:

  • Create and assist with maintaining all Customer Experience department Power BI and Qlik.
  • Support/Maintain/Augment customer support data for consolidated reporting.
  • Assist with converting and expanding dashboards.
  • Monitor quality metrics, analyze trends, and report on quality performance to senior management.
  • Analyze quality-related reporting on AI and agent performance.
  • Assist leadership with coverage and special projects as needs are identified.
  • Support the development of an omni-channel dashboard to consolidate insights from customer interactions across websites, reviews, email, phone calls, social media, and other platforms.
  • Analyze data across the multiple customer interaction channels to identify trends, gaps, and opportunities that impact Customer Experience teams.

Work with the SEO team to optimize self-service resources based on data analysis, aiming to improve key performance indicators including self-service, answer speed, answer percentage, and Net Promotor Score

Qualifications:

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 1 year related experience.

  • Any Graduate / bachelor's degree
  • Proficiency in Power BI, Qlik, SQL, Google Analytics, and SEO tools. Working knowledge of MS Excel and PowerPoint.

  • Experience with AI-driven analytics and automation tools is a plus.

  • 3+ years of experience in SEO and/or BI roles, preferably in a customer service environment.

  • Fluent English with excellent verbal and written communication skills. Excellent problem-solving, analytical, and organizational skills.
  • Desire to learn [Professional and Personal development]
  • Flexibility to work in the night shift (6PM to 3AM) and adapt to changing business needs

  • Senior SOC Analyst

    2 weeks ago

    Chennai, Tamil Nadu, India Customer Analytics, LLC Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role Overview: You will be joining as a Senior SOC Analyst in Chennai, responsible for monitoring and analyzing security events, identifying potential threats, and taking corrective actions. Your role will involve engaging in cyber threat hunting, gathering cyber threat intelligence, and collaborating closely with the Security Operations Center team. Your...

  • Customer Implementation Analyst

    1 day ago

    Chennai, Tamil Nadu, India Reveleer Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of...

  • Customer Implementation Analyst

    1 day ago

    Chennai, Tamil Nadu, India Reveleer Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of...

  • Customer Implementation Analyst

    1 day ago

    Chennai, Tamil Nadu, India reveleer Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Chennai, INFull-TimeReveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage...

  • Customer Implementation Analyst

    1 day ago

    Chennai, Tamil Nadu, India Reveleer Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of...

  • Customer Experience

    7 days ago

    Chennai, Tamil Nadu, India Airtel Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Customer Experience 1) Service Delivery & data security · Manage enterprise servers and collocation racks and SLAs. · Implement infrastructure monitoring tools and practices. · Coordination with Facility Management Team for Infrastructure availability reports & BMS reporting. 2) Customer Support · Ensure quick and effective redressal of...

  • Customer Service Quality Analyst

    2 weeks ago

    Chennai, Tamil Nadu, India Amvik Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Customer Service Quality AnalystDepartment: Customer ServiceLocation: ChennaiPosition OverviewThe Customer Service Quality Analyst at All Care Therapies plays a critical role in upholding high standards for client communication, documentation, and service. This position ensures that all client interactions are documented accurately, workflows are...

  • Customer Support Analyst

    3 weeks ago

    Chennai, Tamil Nadu, India CYGNVS Full time

    Our Customer Support Analyst will be working on addressing customer issues, guiding the customers on the usage of the product and working closely with the customer support, the solution architects' team and engineering teams to provide a fulfilling experience to our customers. Your Responsibilities: • Troubleshooting customer issues and doing RCA. •...

  • Customer support

    7 days ago

    Chennai, Tamil Nadu, India Insight Customer Call Solutions Ltd Full time ₹ 18,000 per year

    *Job Title:* Voice Process Executive*Company:* ICCS (for Netmeds)*Location:* Royapettah, Express Avenue Mall, 7th Gate, 7th Floor*Job Description:*We are seeking a highly motivated and experienced Voice Process Executive to join our team at ICCS for Netmeds. As a Voice Process Executive, you will be responsible for handling customer interactions via phone,...

  • Client Account Services Senior Analyst

    2 weeks ago

    Chennai, Tamil Nadu, India DTCC Candidate Experience Site Full time ₹ 1,20,000 - ₹ 3,00,000 per year

    Are you ready to make an impact at DTCC?Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills...