Analyst - Night Shift

About Arcadia

Arcadia is an AI-driven energy intelligence platform designed for enterprises. It streamlines diverse tools and manual processes into a unified system for managing utility payments, energy procurement, and sustainability efforts across all locations at scale. Serving Fortune 2000 companies, the platform leverages unified data, AI insights, and expert advice to promote cost savings, risk mitigation, and carbon reduction.

Our Offerings

• Utility Bill Management automates the lifecycle from data capture to payment and audits.
• Energy Procurement Advisory unlocks advanced procurement by combining data, AI analytics, market knowledge, and partnerships.
• Sustainability Reporting delivers verified emissions data with easy integration into key platforms.

Work Culture and Benefits

• Remote-first approach within the continental US requiring reliable internet connectivity.
• Unlimited flexible paid time off without accrual limits.
• 11 public holidays, 10 sick days, 2 weeks bereavement leave, 2 volunteer days, and 2 days for professional development.
• Parental leave benefits available to all parents.
• Medical, dental, and vision insurance covering 75-95% of employer costs for employees and dependents.

Commitment to Diversity and Inclusion

Arcadia fosters diversity and values individual perspectives as vital for progress towards a clean energy future. Equal opportunity employment is ensured regardless of various protected characteristics. Reasonable accommodations are offered for disability-related needs throughout application and employment.

Role Overview: Senior Analyst – Outbound Contact Centre

This position is based in Chennai with a requirement to work night shifts aligned with US time zones (EST, CST, MST, PST). It requires 1 to 3 years’ experience in outbound contact center operations within product support, tech support, customer acquisition, collections, retention, or revenue-prioritized environments.

Key Responsibilities

• Carry out outbound calls to US-based utility providers including navigating complex IVR systems to connect with relevant departments.
• Manage long hold times efficiently using multiple lines or predictive dialers to boost productivity.
• Submit and verify Letters of Authorization to confirm customer consent for data release and answer security-related inquiries based on CRM data.
• Adhere strictly to US data privacy regulations and internal compliance protocols when handling customer information.
• Request critical onboarding metrics such as service data, historical usage, and billing information from utility representatives and resolve data discrepancies.
• Log all fetched data accurately in the CRM in real-time, make detailed call notes, and advance profiles in the onboarding pipeline after validation.
• Address difficulties with utility representatives empathetically, escalating appropriately when valid authorizations are challenged.
• Escalate accounts with issues like customer defaults to US sales or account management teams.
• Maintain key performance indicators including connection and conversion rates, productivity, average handling time, occupancy, adherence, quality standards, script compliance, and overall customer experience.
• Handle call escalations promptly and uphold Arcadia’s culture of accountability, continuous improvement, and customer centricity.

Candidate Profile

• Strong attention to detail with excellent collaborative and customer management capabilities.
• Fluent English (Level C1 or above) with strong verbal and written skills.
• 1+ years in international outbound contact center, BPO, telesales, collections, or customer operations supporting teams in the US.
• Proven success meeting targets related to NPS, sales, conversions, productivity, or revenue.
• Familiarity with contact center metrics, call handling, and troubleshooting techniques.
• Preferred leadership and stakeholder coordination abilities.
• Experience with TalkDesk or related CRM, dialer/contact center software, workforce management systems, and analytics dashboards.
• Hands-on knowledge of integrating AI in team workflows.
• Proficient in MS Excel, Google Sheets, and data reporting tools; Power BI exposure is a plus.
• Ability to excel in fast-paced, target-driven environments and manage competing demands.