Customer Operations Analyst

Act as support and back up to the B2C Customer Service Analyst Team Lead and participate in other project activities as assigned by Customer Service Leadership Participate in the selection, development, and implementation of new contact center technology as identified by the B2C Customer Service Leadership Team Initiate/build relationships to help drive revenue opportunities through collaboration with the retail planning/allocation and all other internal partners in order to best service the retail store’s needs Proactively communicate order management corrective action to retail planning and buying team’s - drive issue resolution, ensuring follow-through from all required parties Drive communication consistency with retail planning and buying teams to ensure order status review and documentation/approval of order changes and cancellations Leverage Customer Relationship Management (CRM) Reporting tools and Quality Monitoring to analyze types of customer contact registrations Conduct root cause analyses to identify and prioritize areas for improvement related to reducing contact volume by using VOC methods Utilize Speech Analytics to categorize types of calls, perform root cause analysis, cost analysis, and recommend improvements Use findings in analyses to identify areas to improve the agent troubleshooting process by enhancing Decision Trees, Knowledge Management, agent training, departmental productivity, and functionality Job Types: Full-time, Permanent, Fresher Pay: ₹18,455.00 - ₹28,755.00 per year Benefits: Provident Fund Schedule: Day shift Morning shift Rotational shift Supplemental Pay: Performance bonus Work Location: In person