Senior Associate

We’re Hiring: Voice & Email Process Analyst / Coordinator (OP2 GCC)

Location: Onsite – Hyderabad

Shift: Rotational (Day/Night, including weekends & holidays)

Experience: 2–4 years in BPO / Customer Support

Apply - Click Here

Are you passionate about delivering world-class customer support across voice and email channels? Do you have the skills to analyze workflows, coach teams, and drive process excellence?

If yes, we’d love to connect with you!

Key Responsibilities:

• Lead and support a blended team handling voice and email queries
• Monitor SLAs (AHT, CSAT, FCR, TAT) and drive performance
• Analyze workflows, optimize processes, and implement improvements
• Handle escalations, root cause analysis, and stakeholder communication
• Train new hires and support process transitions

Requirements:

• 2–4 years in voice/email support within BPO or shared services
• Strong communication skills (verbal and written)
• Experience in performance monitoring, quality checks, or team coaching
• Proficiency in CRMs (Zendesk, Freshdesk, Salesforce) and reporting tools (Excel, Google Sheets)
• Flexible for rotational shifts

Why Join Us:

• Competitive salary with incentives and shift allowance
• Career growth with mentorship and upskilling opportunities
• Recognition programs for high performers
• Global capability center with a supportive team culture

Why Join Us?

• Be at the

  frontline of talent quality

  – your validation directly impacts client success.
• Work across diverse regions (

  US, UK, APAC, EMEA

  ) and learn global hiring practices.
• Get exposure to the latest

  HR tools and technology platforms

  .
• Be part of a

  fast-paced, supportive team

  where your attention to detail and process rigor will shine.

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.

#Hiring #Jobs #BPO #CustomerSupport #Internationalvoiceprocess #internationalemailprocess #usvoiceprocess #UKvoiceprocess

#VoiceProcess #EmailSupport #HyderabadJobs #GCC

#ProcessAnalyst #CustomerExperience #TeamManagement #NowHiring