Customer Service & Operations Analyst

Join us as a Customer Service Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• Youll be actively participating in initiatives to improve customer service, processes and procedures
• Youll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role

In this key role, youll be providing crucial support to customers and colleagues in our contact centres. Youll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

Youll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

To be successful in this role, youll need to have excellent planning and organisational skills, along with good attention to detail. Youll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

Youll also need:

• Experience of analysing and using performance data
• Fresher's, pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism or Post graduate in MBA
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word

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