E-Commerce Support Analyst Job in Bangalore at Fusion CX Limited

Responsibilities of the Candidate:

• Lead a team of customer support professionals handling e-commerce-related queries and services.
• Monitor and drive performance across key metrics like CSAT, AHT, Quality, and Productivity.
• Conduct regular huddles, one-on-one coaching sessions, and team reviews to maintain service excellence.
• Resolve escalations effectively to ensure customer satisfaction and issue closure.
• Track team performance and provide timely reporting to operations leadership.
• Collaborate with internal teams, such as Training and Quality, to ensure compliance and facilitate upskilling.
• Build and maintain a high-performance culture within the team through motivation and accountability.

Requirements:

• Graduation in any discipline (mandatory)
• Minimum 2 years of experience as a Team Leader in a BPO, specifically within e-commerce
• Ability to manage service KPIs and team performance with a data-driven approach
• Excellent coaching, communication, and conflict-resolution abilities
• Proficiency in operational reporting and familiarity with customer service metrics
• Willingness to work from the Bangalore office and adapt to business-driven shifts