Blueseven Technologies LLC

Immediate Hiring for Business Analyst

Position: Business Analyst

Experiance : 5 - 8 Years

Location:Hyderabad

Job Summary:

We are seeking a motivated and detail-oriented Business Analyst with 5 years of experience in the Travel domain. The ideal candidate will have a strong understanding of the travel industry, including airlines, travel agencies, and online booking systems. You will work closely with cross-functional teams to gather business requirements, analyze processes, and deliver solutions that improve customer experience and operational efficiency.

Key Responsibilities:

• Requirement Gathering & Analysis: Collaborate with stakeholders to gather, document, and analyze business requirements, ensuring alignment with business goals.
• Process Improvement: Identify opportunities for process improvement and optimization in travel booking, ticketing, and customer support systems.
• Stakeholder Communication: Act as the bridge between the business stakeholders and technical teams, ensuring clear communication of requirements, timelines, and deliverables.
• Solution Design: Participate in the design and development of solutions, collaborating with IT and development teams to ensure business needs are met.
• Data Analysis: Analyze data related to customer journeys, bookings, and cancellations to identify trends and insights for decision-making.
• Documentation: Prepare detailed documentation including business requirements documents (BRD), user stories, process flows, and functional specifications.
• Testing & Validation: Support testing teams during User Acceptance Testing (UAT) to ensure solutions meet business needs, and facilitate issue resolution.
• Market Research: Stay up to date with travel industry trends, customer preferences, and competitor offerings to ensure innovative solutions are delivered.

Qualifications & Skills:

• Education: Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Experience:
• 5 years of experience as a Business Analyst in the travel industry.
• Hands-on experience in working with travel booking systems (GDS, OTA) is highly preferred.
• Domain Knowledge:
• Strong understanding of the travel industry, including booking engines, reservations, ticketing, cancellations, and customer support.
• Familiarity with industry-specific regulations and best practices.
• Analytical Skills: Excellent problem-solving skills with the ability to analyze complex data and business processes.
• Technical Skills:
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL or data visualization tools (Power BI, Tableau) is a plus.
• Communication: Strong verbal and written communication skills with the ability to convey complex information clearly.
• Attention to Detail: Strong focus on accuracy and quality of work, ensuring that solutions meet business requirements.

Preferred:

• Prior experience with Agile methodologies.
• Certification in Business Analysis (CBAP or similar).

We are Hiring Customer Success Manager

Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO

Location: Kochi - India

Department: Customer Service / Operations

Type: Full-Time

Job Summary:

We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL, and a track record of driving service excellence, process optimization, and team performance.

Key Responsibilities:

• Lead & Manage Customer Service Operations: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.
• Performance Management: Set KPIs, monitor service levels, and implement performance improvement initiatives.
• Team Leadership: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.
• Customer Journey & Escalation Handling: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.
• Process Optimization: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.
• Training & Quality Assurance: Design and deliver training programs and quality assurance processes to maintain high service standards.
• Technology Integration: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
• Reporting & Insights: Generate operational reports, identify trends, and present actionable insights to senior management.
• Compliance & SLA Management: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.
• Customer Feedback Loop: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).

Requirements:

• Bachelor’s degree in Business, Tourism, Operations, or related field. MBA preferred.
• Minimum 5–8 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients.
• Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues).
• Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage.
• Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools).
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.

Preferred Skills:

• Multilingual capability (English is a must; Hindi, and/or other languages a plus).
• Prior experience with automation tools, chatbots, and self-service platforms.
• Proven ability to drive CSAT and NPS improvements.
• Experience managing distributed/remote teams.