CX & Relationship Sr Analyst
HybridMexico City, Mexico City, Mexico
Job Summary
Own full responsibility for BPO operations within a Fintech Line of Business, leading high-impact projects from conception to completion while managing stakeholder relationships with LOB supervisors. Execute complex tasks efficiently with limited guidance, suggest process improvements, and refine current playbooks to drive operational excellence. Generate weekly status reports, mentor the BPO team, and ensure the Service Delivery role is adopted. Provide data-driven insights by associating operations with metrics performance and implementing necessary process adjustments. Contribute to the CX Ops Team to implement high-impact initiatives and understand each LOB operation to inform business strategy.
Required Qualifications
- Minimum of 2-4 years of experience in service delivery in-house, operations, or a BPO environment
- Direct exposure to process improvement
- Direct exposure to data analysis
- Direct exposure to incident management
- Bachelor's Degree in a business-related field
- Equivalent experience to Bachelor's Degree in a business-related field
- Proficiency in Excel
- Proficiency in Google Sheets
- Proven experience with BPO management tools
- Proven experience with CRM systems
- Broader business exposure, not limited to frontline contact center operations
Desired Qualifications
- Fluency in English, both written and spoken
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