Job Description

Job Summary

We are seeking a detail-oriented and analytical professional with 1–3 years of experience to join our BPO operations team as a Non-Technical Operations Analyst. In this role, you will be responsible for monitoring process performance, analyzing operational metrics, identifying trends, and providing actionable insights to improve efficiency and quality. You will act as a bridge between frontline agents and management, ensuring data accuracy and supporting data-driven decision-making.

Key Responsibilities

Data Analysis & Reporting

• Metric Tracking: Daily, weekly, and monthly tracking of key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level Agreements (SLAs), and quality scores.
• Report Generation: Create and maintain structured dashboards and reports for leadership and client review using tools like MS Excel.
• Trend Identification: Analyze operational data to spot anomalies, drops in performance, or emerging process trends.

Stakeholder & Team Support

• Feedback Loops: Present data findings clearly to operations managers and team leads to help them coach agents effectively.
• Client Interfacing: Assist in preparing presentations and data decks for quarterly business reviews (QBRs) and client meetings.

Skill Requirements

Experience

• Required: 1 to 3 years of experience in a BPO, KPO, or shared services environment, ideally within a reporting, quality, or analyst function.

Soft Skills

• Critical Thinking: Ability to look beyond numbers to understand the "why" behind operational performance.
• Communication: Strong written and verbal communication skills to explain data insights to non-analytical team members.
• Time Management: Ability to manage multiple reporting deadlines in a fast-paced, high-pressure environment.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields