Operations Analyst
On-siteHyderabad, Telangana, India
Job Summary
Collect and analyze daily performance metrics from BPO agents, identify trends through comparative breakdowns of longitudinal data, and monitor contractor staffing levels to provide forecast adjustments. Prepare clear presentations for stakeholders and extract production data from CRM, Dialer, and reporting platforms to formulate BPO production reports. Share actionable insights with leadership to push coaching agendas and work with Partner Operations Managers to implement data-driven strategies. Support new product launches including UAT testing and communication release planning while continuously evaluating agent performance against company standards. Requires five years of contact center experience and proficiency in Google Workspace.
Required Qualifications
- High school diploma or equivalent
- A minimum of 5 years of experience in the contact center industry
- Preferably 2 years of experience in a Product/Operations environment
- Proven managerial experience with a strong focus on data analytics and operations
- Strong knowledge in Google Workspace (Google Sheets, Google Docs, and Google Slides)
- Strong time management, organizational skills, and integrity
- A passionate commitment to quality and excellence in service delivery
- Strong focus on enhancing customer experience
- High resilience and ability to work under pressure with quick turnaround times
- Expertise in time management, capable of multitasking effectively in a detailed and organized manner
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