Delivery Operations Senior Analyst-Messaging
On-sitePune, Maharashtra, India
Job Summary
Lead a team of Customer Service Advisors and SMEs within a multi-channel energy sector environment, managing day-to-day operations including workload distribution, queue management, and productivity tracking. Ensure team performance against SLAs, KPIs, and quality targets such as response times, resolution accuracy, and customer satisfaction while providing ongoing coaching, feedback, and performance management. Handle customer escalations and high-risk cases, conduct regular 1:1s and team huddles, and partner with Quality, Training, and SME teams to address performance gaps. Monitor attendance, schedule adherence, and staffing risks, escalating where required, while preparing operational updates and supporting continuous improvement initiatives. This role acts as the primary link between front-line delivery and Operations leadership.
Required Qualifications
- 5 to 8 years of experience
- Proven experience in leading teams within a BPMS / Customer Operations environment
- Strong understanding of SLA, KPI, QA, and productivity management
- Demonstrated ability to coach, develop, and engage front-line teams
- Experience handling customer escalations and operational risk
- Working knowledge of CRM systems, case management tools, and reporting dashboards
- Ability to analyze performance data and translate insights into corrective actions
- Strong communication and stakeholder-management skills
- Structured, resilient, and delivery-focused leadership approach
- Proficiency in standard business and productivity tools
- Fluent proficiency in English (spoken and written) for customer escalation handling, team communication, and reporting
- Flexibility for rotational shifts
- Extended business hours during peak periods
- Ability to support a shift-based, client-aligned delivery model
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