Business Process Associate

Job Description

Job Summary

We are seeking a detail-oriented and customer-focused Operations Support Associate to join our semi-call center team. This back-end operations role is designed for professionals who excel in managing inbound/outbound communications, incident reporting, and compliance documentation. The ideal candidate will bring a strong analytical mindset, exceptional service skills, and the ability to navigate enterprise systems with ease.

Key Responsibilities:

• Respond to employee inquiries related to workplace incidents, travel, and operational support. Initiate outbound calls for follow-ups, escalations, and compliance checks.
• Identifying and communicating process improvement opportunities to management.

• Performing routine administrative customer service duties using prescribed procedures
• Log, escalate and Draft detailed incident reports and ensure timely submission to relevant stakeholders.
• Ensure data is accurate and up to date for analytical purposes, including forecasting and performance tracking.

• Sharing knowledge with peers as well as learning from them to eliminate knowledge gaps.

• Learn about the upcoming changes and new functionalities in the process and ensure proactive support readiness.

• Participate in regular review, contribute with ideas around the issues, and provide necessary updates.

• Maintain and update process documents, escalation matrices, and contact rosters. Ensure all documentation aligns with ISO standards and internal audit requirements.
• Cleanse and standardize data to ensure quality and compliance with company policies.

• Utilize enterprise platforms and mobile applications for incident tracking.
• Generate periodic reports on incident trends, system performance, and compliance metrics. Support audits and executive reporting needs.
• Collaborate with internal teams to ensure smooth resolution.

Qualifications

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Required Skills:

• Worked in rotational shifts especially night and evening shifts.
• Excellent verbal/written communication skills – Would need to engage with partners/internal customers to understand their business needs and requirements and work closely with colleagues to gather information; so, candidate needs to have strong verbal and written communication skills, as well as be good listeners
• Outstanding customer service and interpersonal skills
• Excellent computer literacy and adaptability to new software and mobile apps
• Strong analytical and decision-making abilities
• Active listening and attention to detail
• Proficiency in Microsoft Office Suite
• Ability to manage sensitive situations with professionalism and urgency
• Strong planning and organizational skills, with attention to detail.
• Solves straight-forward issues, challenges, and problems within system/process of specialization
• Ability to work in a dynamic and progressive global environment (multi-culture, multi- functional, remote environment

Work Mode: On-site
Shift: Rotational (General, Evening & Night / 7 days Operation Support)

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.Travel Required: OccasionalShift: DayDuration: No End DateJob Function: Administration