BPO Call Center Analyst

Key Responsibilities

• Advanced Technical Support
  • Provide expert‑level assistance to L1 analysts when issues exceed standard troubleshooting procedures.
  • Perform initial triage, validate incident categories, and ensure accurate prioritization.
  • Escalate incidents to L2/L3 as needed with complete diagnostic details.
• Knowledge Management
  • Develop and maintain updated knowledge articles and troubleshooting guides.
  • Identify gaps in existing documentation and create new SOPs, FAQs, and workflows.
  • Train L1 analysts on new processes, tools, applications, and common issues.
• Incident & SLA Management
  • Monitor incident queues to ensure SLA compliance and timely resolution.
  • Assist in reducing backlog and improving first‑contact resolution (FCR).
  • Perform root‑cause identification for recurring issues and recommend fixes.
• Quality Assurance & Coachin...