Senior Operations Analyst

ABOUT THE TEAM

The Senior Operational Analyst for the Customer Support team will be responsible for analyzing and improving operational efficiency within the Customer Support department. This role will involve working closely with cross-functional teams to identify trends, assess performance, and provide insights that drive data-driven decisions to enhance member satisfaction, streamline support processes, and optimize overall team performance.

Some of the things you'll be doing:

• Develop and maintain reports, dashboards, and KPIs to monitor team and service performance.
• Identify patterns, trends, and areas of improvement in member support interactions, and proactively recommend solutions.
• Work closely with other departments (e.g., IT, product teams, customer experience) to ensure seamless support processes and identify system improvements that support member needs.
• Conduct root cause analysis for recurring issues or inefficiencies and recommend corrective actions.
• Help design and refine processes that lead to quicker resolutions and better member engagement.
• Create and maintain documentation for support processes, policies, and best practices

WHAT WE ARE LOOKING FOR

• Experience working with CRM systems
• ticketing platforms, or other customer support software.
• Proven track record in process optimization and performance analysis in an operational setting.
• Strong analytical and problem-solving abilities, with experience in interpreting data and translating it into actionable recommendations.
• Proficiency in data analysis tools such as SQL, Looker, Excel, Tableau, or Power BI.
• Strong understanding of customer service metrics (e.g., SLAs, First Response Time, Resolution Time, Customer Satisfaction).
• Excellent communication skills, both written and verbal, with the ability to present complex data in a clear and actionable way.
• Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously.

WHAT YOU WILL GET IN RETURN

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities