Senior Analyst

About the role

As a Senior Analyst, you will play a crucial role in overseeing and optimizing our customer care operations. Your primary responsibility will be to ensure the highest level of customer satisfaction and efficient issue resolution. You will lead a team of Customer Care Executives (CCEs), providing guidance, training, and support to enhance their performance and overall customer experience.

What you'll do

• Play a crucial role in overseeing and optimizing our customer care operations
• Lead a team of Customer Care Executives (CCEs), providing guidance, training, and support to enhance their performance and overall customer experience
• Lead and mentor a team of Customer Care Executives, fostering a positive and productive work environment
• Monitor and evaluate CCE performance, providing regular feedback and coaching to drive continuous improvement
• Develop and implement strategies to enhance customer satisfaction and retention, focusing on efficient issue resolution

What you need

• 5–9 yrs of experience
• CRM
• BBA