{"id":3303175,"url":"https://alion.io/job/hcltech-senior-analystdel-ops-non-voice-9","title":"Senior Analyst(Del Ops (Non-Voice))","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":31000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:14:34Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T15:01:30Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nThe Senior Analyst (Non-Technical) plays a critical role in driving operational excellence, process improvement, and data-driven decision-making within business process outsourcing operations. Unlike technical analysts who focus on coding or system architecture, this role focuses on analyzing operational metrics, customer satisfaction (CSAT), service level agreements (SLAs), and workflow efficiency. The ideal candidate acts as a bridge between frontline operations and leadership, turning raw operational data into actionable business strategies.\nKey Responsibilities\nKey Responsibilities\nOperational Performance Analysis: Monitor, analyze, and report on key performance indicators (KPIs) such as average handling time (AHT), quality scores, SLA compliance, and utilization rates.\nProcess Improvement: Identify bottlenecks, inefficiencies, and variances in daily workflows. Recommend and help implement process improvements (using frameworks like Lean or Six Sigma) to boost productivity.\nRoot Cause Analysis (RCA): Conduct deep-dive analyses on performance dips, customer complaints, or missed milestones, providing management with clear explanations and corrective action plans.\nStakeholder Management & Reporting: Create structured weekly and monthly business review (WBR/MBR) presentations for internal leadership and external clients. Present complex data insights in a clear, non-technical manner.\nQuality & Compliance Tracking: Partner with Quality Assurance (QA) teams to align data trends with quality insights, ensuring the delivery meets standard operating procedures (SOPs) and compliance guidelines.\nSkill Requirements\nRequired Skills & Qualifications\nExperience: 3-5 years of experience in a BPO or shared services environment, with at least 1-2 years in an analytical or subject matter expert (SME) role.\nData Proficiency: Strong mastery of Microsoft Excel or Google Sheets (vlookups, pivot tables, data formatting, and basic formulas) to manipulate and visualize operational data.\nAnalytical Thinking: Ability to look at a spreadsheet of queue numbers or agent metrics and translate them into a story about human performance and process gaps.\nCommunication: Exceptional written and verbal communication skills, with comfort presenting directly to clients or senior managers.\nEducation: Bachelor’s degree in Business Administration, Commerce, Communications, or a related field.\nOther Requirements","description_format":"text","description_chars":2428,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Science & Engineering","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-27T00:14:34Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:1","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-senior-analystdel-ops-non-voice-9","json_url":"https://alion.io/job/hcltech-senior-analystdel-ops-non-voice-9.json","meta":{"generated_at":"2026-10-29T15:05:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":2184,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-senior-analystdel-ops-non-voice-9"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-senior-analystdel-ops-non-voice-9"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-senior-analystdel-ops-non-voice-9"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-senior-analystdel-ops-non-voice-9\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-senior-analystdel-ops-non-voice-9"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3303175}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3303175},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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