Operation Analyst RMS

Key deliverables:

1. Handle and resolve daily escalated merchant support cases.
2. Ensure timely and professional communication across voice and non-voice channels.
3. Identify and implement process improvements to enhance merchant experience.
4. Coordinate with internal teams to drive resolution and case closure.

Role responsibilities:

1. Act as the first point of contact for merchant escalations.
2. Maintain SLA adherence and escalate unresolved issues.
3. Document recurring issues and propose system enhancements.
4. Participate in cross-functional initiatives as needed.