Analyst - Outbound International Voice Process (Night Shift)

Analyst Outbound Contact Centre (L2)

Client: A leading AI-powered energy intelligence platform for enterprises
Function: International Contact Centre / Customer Operations
Location: Chennai (candidates willing to relocate to Chennai may apply)
Employment type: Full-time, Work from Office, Night Shift (aligned to US hours)
Experience: 1–6 years

About the Client

Our client is a fast-growing, AI-powered energy intelligence platform used by large enterprises, including Fortune 2000 companies. The platform brings utility bill management, energy procurement advisory and sustainability reporting into a single place, helping businesses save money, reduce risk and cut carbon across all their locations.

Role Overview

We are hiring an Outbound Contact Centre Analyst to reach out to US-based utility companies on behalf of the client's customers. You will navigate utility phone systems, verify authorisation, collect account and usage data, and record it accurately so customers can move smoothly through onboarding. Candidates from product-based support, tech support, customer acquisition, collections, retention or revenue-focused contact centres are preferred.

Key Responsibilities

Outbound calling and navigation

• Work night shifts from the Chennai office to align with US business hours (EST, CST, MST or PST).
• Navigate complex IVR systems of different utility companies to reach the right B2B or customer service department.
• Manage long hold times efficiently, using multiple lines or predictive dialers to maximise productivity.

Identity verification and compliance

• Submit and verify Letters of Authorisation (LOAs), and read them aloud when required, to confirm the customer has consented to share their data.
• Answer security questions on behalf of the customer using the CRM data provided.
• Follow US data privacy standards and internal compliance rules when handling customer addresses, contact details and usage data.

Data extraction and verification

• Request onboarding data from utility representatives, including service data (meter numbers, rate classes, service start and end dates), historical usage (12–24 months of consumption) and billing data (account balance, past-due amounts, tariff structures).
• Identify and resolve mismatches in the database.

Data entry and CRM management

• Log fetched utility data accurately in the CRM or onboarding platform during or right after the call.
• Record clear, detailed call dispositions and notes on every outcome.
• Move the customer profile to the next stage of the onboarding pipeline once the data is verified.

Exception handling

• Handle pushback from utility representatives who are reluctant to share data, and escalate politely to their supervisors when a valid LOA is being rejected.
• Flag problem accounts (for example, a customer in default with the utility) to the US-based sales or account management team.

Qualifications

• UG or PG degree from a reputed institution.
• Lean / Six Sigma certification.
• Hands-on analytics and spreadsheet skills (Google Workspace, MS Excel); exposure to AI is preferred.

Candidate Profile

Must have

• 1+ years in international outbound contact centre, BPO, tele-sales, collections or customer operations.
• Fluent English with strong verbal and written communication (C1 or higher).
• Experience supporting and troubleshooting for customers over the phone.
• Experience working with US teams.
• Exceptional attention to detail.
• A track record of meeting NPS, sales, conversion, productivity or revenue targets.
• Strong understanding of contact centre metrics.
• Strong analytical and problem-solving skills, with the ability to turn data into practical improvements.
• Proficiency in MS Excel and Google Sheets, and with reporting tools.
• Ability to work in a fast-paced, target-driven environment and handle multiple priorities.

What the Client Offers

• Competitive compensation based on market standards, plus a fixed base salary.
• Awards and bonus, with an annual performance cycle.
• Medical insurance for the employee and 5 family members (1+5).
• Accident and life insurance.
• Flexible leave policy and a flexible benefit plan.
• Quarterly engagement activities.
• An office in the centre of the city.
• A supportive culture that values diversity, empathy, teamwork, trust and efficiency.