Customer Service And Operations Analyst Pride Pathways LGBTQ Talent Programme

RBS; Gurugram District; On-site; INR 240,000 - 420,000; Full time

Benefits offered by this job

Pride Pathways programme

Job summary

RBS is seeking a Customer Service & Operations Analyst to support contact centres, handle queries and contribute to process improvements. The role emphasizes a proactive approach to increasing customer satisfaction and operational efficiency, with opportunities to contribute to performance metrics and business outcomes.

The position welcomes fresh graduates from B.Com, BA, BBA, BSc Non-IT, Mass Comm, or Journalism, and involves collaboration across teams to deliver reliable service and insights

Qualifications

• Experience of analysing and using performance data.
• Ability to convey information simply and clearly.
• Capable of managing multiple tasks with high accuracy.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries, supporting business processes and procedures.
• Identify barriers to performance and coordinate improvements to raise efficiency.
• Coach and support operational centres to improve knowledge and efficiency.
• Keep accurate records, log incidents, and identify trends.

Skills

Performance data analysis

Multi-tasking under pressure

Clear communication

MS Office (PowerPoint, Excel, Word)

Education

Graduation: B.Com / BA / BBA / BSc Non-IT / Mass Comm / Journalism

Job description

Job Description:

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll be handling customer queries and complaints

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Experience of analysing and using performance data
• Fresher's, 2024 or 2025 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word

"This opportunity is part of the Pride Pathways career development programme, an initiative designed to encourage talent from the LGBTQ+ community (Lesbian, Gay, Bisexual, Transgender, Queer, and other sexual orientations and gender identities). The programme aims to foster inclusion and create equitable career opportunities within the organisation. As an inclusive & equal opportunity employer, we are committed to building a workplace where everyone can thrive

Hours

45

Job Posting Closing Date: 14/09/2026