Associate II- MBS

7 Eleven; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

7 Eleven in Bengaluru is seeking an experienced Teammember to act as an analyst for the offshore merchant organization, focusing on driving operational excellence, improving First Call Resolution (FCR), and ensuring high customer satisfaction through effective case handling.

The role requires strong communication skills, basic analytics, and the ability to engage vendor partners to resolve operations issues, with a focus on process improvement and accountability.

Qualifications

• 5+ years' experience in a contact center environment.
• 2+ years in supervisory/team lead role.
• Strong leadership, coaching, and communication skills.
• Graduate degree or equivalent work experience.
• Proven track record of improving FCR (First Call Resolution) and handling complex cases.
• Strong understanding of KPI measurement and performance management in contact center operations.
• Experience with contact center tools, CRM systems, and reporting dashboards.
• Experience with store point-of-sales (POS) systems.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to lead and influence peers without formal reporting lines.
• High level of ownership, accountability, and customer focus.

Responsibilities

• Act as the first escalation point for complex or high-impact customer cases, ensuring resolution with a strong focus on First Call Resolution (FCR).
• Partner with Category Managers to monitor and analyse Out of Stock reports by store/region/zone.
• Conduct quality checks to identify gaps that impact FCR and customer satisfaction.
• Identify common issues and share with the Category teams to support continuous improvement.
• Drive efficiency initiatives that reduce repeat contacts and enhance service delivery.

Skills

Leadership

Communication

FCR Improvement

KPI Tracking

CRM tools

POS systems

Education

Graduate degree

Tools

CRM software

Reporting dashboards

Job description

Job Summary

We are seeking an experienced Teammember to act as an analyst to assist the offshore merchant organization. This role focuses on driving operational excellence, improving First Call Resolution (FCR), and ensuring high customer satisfaction through effective case handling. The ideal candidate has strong oral and written communication skills, basic analytics skills, a solutions-driven mindset, and the ability to engage vendor partners to help resolve operations issues.

Responsibilities

• Act as the first escalation point for complex or high-impact customer cases, ensuring resolution with a strong focus on First Call Resolution (FCR).
• Partner with Category Managers to monitor and analyse Out of Stock reports by store/region/zone.
• Conduct quality checks to identify gaps that impact FCR and customer satisfaction.
• Identify common issues and share with the Category teams to support continuous improvement.
• Drive efficiency initiatives that reduce repeat contacts and enhance service delivery.

Requirements

• 5+ years' experience in a contact center environment.
• 2+ years in a supervisory/team lead role.
• Strong leadership, coaching, and communication skills.
• Graduate degree or equivalent work experience.
• Proven track record of improving FCR (First Call Resolution) and handling complex cases.
• Strong understanding of KPI measurement and performance management in contact center operations. Experience with contact center tools, CRM systems, and reporting dashboards.
• Experience with store point-of-sales (POS) systems.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to lead and influence peers without formal reporting lines.
• High level of ownership, accountability, and customer focus.

Preferred Qualifications

• Exposure to international contact center operations.
• Knowledge of Lean Six Sigma/COPC or similar frameworks.

Location: Bengaluru.