Customer Operations Analyst

• Analyze operational performance, customer behavior, and call drivers while generating insights, forecasts, and root‑cause reports
• Lead end-to-end projects, coordinating teams, managing timelines, risks, and driving adoption of new tools and processes
• Optimize and document processes, identifying automation opportunities and ensuring compliance and customer-first standards
• Manage stakeholders, facilitating workshops, aligning requirements, and communicating project progress across departments
• Maintain reporting and documentation, including dashboards, SOPs, workflows, and KPI scorecards

• Bachelor’s degree in business, Statistics, IT, or related fields
• 3+ years of experience in business analysis, operations, project management, or Customer Operation leadership roles
• Strong analytical skills with ability to interpret complex data and derive actionable insights
• Solid understanding of Customer Operations, customer service workflows, and contact center technologies
• Demonstrated project management experience (Agile or Waterfall)
• Excellent communication, facilitation, and stakeholder engagement skills
• Advanced skills in Excel, and Power BI systems
• Ability to manage multiple priorities in a fast-paced operational environment

Certification in Project Management or Business Analysis is an added advantage