Operations Analyst

Roles and Responsibilities

• Manage day-to-day operations of customer service team, ensuring efficient processing of customer requests and issues resolution.
  
• Collaborate with cross-functional teams to identify areas for process improvement and implement changes to increase efficiency.
  
• Develop and maintain reports using Excel to track key performance indicators (KPIs) such as first call resolution rate, average handling time, etc.
  
• Provide analytical support to senior management by analyzing data trends, identifying root causes of problems, and recommending solutions.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.