Role Purpose & Key Responsibilities

Role purpose:

The Customer Operations Analyst is responsible for driving operational excellence, delivering data-driven insights, and leading strategic projects that enhance customer experience, efficiency, and service quality within the Customer Operations environment.

This role combines analytical expertise, process optimization, and project management to ensure that operational initiatives are successfully planned, executed, and embedded across teams.

Key Responsibilities:

• 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.

Qualification, Knowledge, Competencies and Experience

• 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.
• Certification in Project Management or Business Analysis is an added advantage.
• 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.

• 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.

• 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.

• Bachelor’s degree in business, Statistics, IT, or related fields.
• Certification in Project Management or Business Analysis is an added advantage.