Job Summary

We are seeking an experienced Teammember to act as an analyst to assist the offshore merchant organization. This role focuses on driving operational excellence, improving First Call Resolution (FCR), and ensuring high customer satisfaction through effective case handling. The ideal candidate has strong oral and written communication skills, basic analytics skills, a solutions-driven mindset, and the ability to engage vendor partners to help resolve operations issues.

Responsibilities

- Act as the first escalation point for complex or high-impact customer cases, ensuring resolution with a robust focus on First Call Resolution (FCR).

- Partner with Category Managersto monitor and analyse Out of Stock reports by store/region/zone.

- Conduct quality checks to identify gaps that impact FCR and customer satisfaction.

- Identify common issues and share with the Category teams to support continuous improvement.

- Drive efficiency initiatives that reduce repeat contacts and enhance service delivery.

Requirements

- 5+ years' experience in a contact center environment.

- 2+ years in a supervisory/team lead role.

- Strong leadership, coaching,



and communication skills.

- Graduate degree or equivalent work experience.

- Proven track record of improving FCR (First Call Resolution) and handling complex cases.

- Strong understanding of KPI measurement and performance management in contact center operations.

Experience with contact center tools, CRM systems, and reporting dashboards.

- Experience with store point-of-sales (POS) systems.

- Excellent communication, problem-solving, and decision-making skills.

- Ability to lead and influence peers without formal reporting lines.

- High level of ownership, accountability, and customer focus.

Preferred Qualifications

- Exposure to international contact center operations.

- Knowledge of Lean Six Sigma/COPC or similar frameworks.

Location: Bengaluru.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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