Senior Analyst - Workplace Space Management and CRM

Workplace Service Delivery Sr. Analyst

Job Title - Workplace Space Management and CRM Sr. Analyst (CL10 - French) – Corporate Functions

Management Level : CL10

Location: Bangalore

Must have skills: •      

• Minimum B2 (upto C1) Certification in French reading and writing
• Excellent communication skills
• Customer Service Experience.
• Experience in working with American and European stakeholders/customers.
• Should have worked as Subject Matter Expert, Quality analyst, coach/trainer in previous work experience.

Good to have skills: Knowledge of space utilization and facilities management, Experience working in workplace related tools or process is an added advantage.

Job Summary:
The CRM / Workplace Services Processing Sr. Analyst supports virtual customers in a high‑performing, centralized environment by responding to customer inquiries and completing routine administrative and processing requests through multiple channels, including ServiceNow, email, phone, and Microsoft Teams.

This role is responsible for delivering workplace services within agreed time, quality, and cost parameters while managing and optimizing organizational space to meet business objectives. Over time, the role will evolve to drive process quality, coaching, and subject matter expertise across assigned activities.

Roles & Responsibilities:

• Respond to and resolve customer service requests via ServiceNow, email, calls, and Teams in French and English
• Perform CRM and workplace services processing activities accurately and efficiently
• Manage day‑to‑day space assignments and support space planning aligned to business needs
• Advise internal customers on space utilization improvements and planning options
• Assign, track, and manage tasks to ensure timely and high‑quality service delivery
• Continuously identify opportunities to improve service quality, efficiency, and customer experience
• Act as a subject matter expert (SME) for assigned processes after training and stabilization
• Provide coaching and guidance to peers to improve quality, consistency, and best‑practice adoption

Professional & Technical Skills:

• MS Excel
• Email Writing
• Reporting
• Quality Analysis
• Metrics Reporting

Additional Information:

• European Shift (Any 10 Hour Shift between 12PM to 12AM)
• Working from office – BDC14/Bangalore

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