Process Analyst

Job Title: Email Process Analyst / Coordinator

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Email Process Analyst / Coordinator

Key Responsibilities

• Oversee team performance and email SLAs
• Coach agents on quality, TAT, and customer satisfaction
• Analyze workflows and improve efficiency
• Handle escalations and cross-team coordination
• Standardize email templates and ensure consistent messaging
• Generate performance reports and insights
• Support training and knowledge sharing

Requirements

• 2–4 years of experience in email support (BPO/e-commerce/tech support)
• Strong written English and attention to detail
• Proficient with tools like Zendesk, Freshdesk, Salesforce, Outlook
• Skilled in MS Excel or Google Sheets
• Should've mentored/trained the team members.

Preferred:

Perks & Benefits:

• Competitive salary + performance incentives & shift allowances
• Health insurance & wellness programs
• Meal facility provided for employees working onsite.
• Training, certifications, and internal growth opportunities
• Recognition programs & a collaborative work culture

About Indium

Indium Tech is a next-gen digital engineering company driving innovation across Application Engineering, Generative AI, Data & AI, Cloud & Product Engineering, Intelligent Automation, Low-Code Development, Gaming, and Quality Engineering.

With over 25 years in the industry and a vibrant team of 5,000+ professionals across India, Indium is trusted by global enterprises to deliver cutting-edge digital solutions. Our expertise has earned us recognition from Forbes as one of the Top AI Products and Clutch a Top Data Analytics Company, and ISG as Strong Contender in Data Science Services.

We're proud to be Great Place to Work certified and ranked on the Inc. 5000 list of America's fastest-growing companies.

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