BPO Business Sys| Analysis Analyst

Roles and Responsibilities :

1. Manage Escalations Inbox and own the resolution by working with all the required functions

2. Identify action items to de-escalate situations and follow through for effective implementation

3. Monitor repeat callers or multiple paperwork to proactively identify possible escalations

4. Review the escalation thoroughly to determine the root cause

5. Perform analysis of all impacted transactions across all functions

6. Work with IT on related action items and co-ordinate a response to the leadership

7. Generate reporting on applicable metrics for escalation handling, impact and closure

Skill Set Requirements :

Analytical ability to perform root cause and impact analysis

Excel Skill set to generate reporting

Documentation skill set to articulate summary of the analysis

4+ Experience of working in Claims / Admin / Contact Center functions

Good Knowledge on Lifesys and Image Portal

Good Email Management Skills