Senior Analyst - CX Operations
New
IndiaFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–6 years
- Required Skills
- Business IntelligenceData AnalysisMicrosoft Power BISalesforceMicrosoft ExcelChange Management
Requirements
- 3–6 years of experience in CX operations, support operations, business intelligence, or implementation operations.
- Strong proficiency in Wrike, Salesforce, Power BI, and MS Excel for reporting and data analysis.
- Experience in KPI development, balanced scorecards, and performance reporting methodologies.
- Strong analytical skills with high attention to detail and data accuracy.
- Experience creating and maintaining SOPs, documentation standards, and process frameworks.
- Ability to present insights and influence senior stakeholders through clear communication.
- Familiarity with change management, UAT, and workflow optimization processes.
- Basic understanding of B2B financial concepts and their impact on operational outcomes.
Responsibilities
- Own recurring operational reporting, ensuring accuracy, consistency, and timely delivery of insights for leadership.
- Develop and maintain KPIs, validating data integrity and refining metric definitions as needed.
- Create presentation-ready dashboards, reports, and performance summaries for senior stakeholders.
- Maintain and optimize documentation in Confluence and SharePoint, ensuring process clarity and governance.
- Improve reporting and intake workflows to reduce manual effort and enhance operational efficiency.
- Support Wrike administration, including workflow updates, data hygiene, and intake management.
- Participate in change management activities such as testing, rollout support, and post-launch adoption monitoring.
- Partner with cross-functional teams to translate business needs into operational and technical requirements.
View Full Description & ApplyYou'll be redirected to the employer's site
