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Customer Service & Operations Analyst

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations

AI generated summary

  • You need data analysis experience, strong communication skills, knowledge of contact centre metrics, proficiency in Excel, expertise in CDD, SOP writing skills, training ability, and dashboard creation.
  • You will enhance customer service, investigate queries, support processes, identify performance barriers, coordinate improvements, and maintain accurate operational records.

Requirements

  • Experience of analysing and using performance data
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including Excel
  • Dynamic professional with expertise in CDD Process
  • Experienced in writing process documents like Standard Operating procedure (SOP)
  • Skilled in delivering impactful training sessions
  • Transform data into interactive insights like creative dashboards and MI’s

Responsibilities

  • This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
  • You’ll be actively participating in initiatives to improve customer service, processes and procedures
  • You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
  • In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres
  • You’ll 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
  • You’ll 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
  • Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents
  • 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

FAQs

What is the job title for this position?

The job title is Customer Service & Operations Analyst.

Where is this role based?

This role is based in India.

What are the main responsibilities of a Customer Service & Operations Analyst?

The main responsibilities include providing support to customers and colleagues, responding to queries, identifying barriers to performance, coordinating improvements, and maintaining records of operations.

Is this a full-time or part-time role?

This role is offered at an associate level, typically indicating it is a full-time position.

What skills are required for this position?

Required skills include excellent planning and organizational skills, attention to detail, experience in analyzing performance data, knowledge of contact center operations, and proficiency in Microsoft Office, particularly Excel.

Will there be opportunities for career advancement in this role?

Yes, the role presents a chance to hone analytical skills and advance in a fast-paced environment.

What kind of training will be provided?

The role involves delivering impactful training sessions, which suggests that there will be opportunities for ongoing training and development.

Is experience in writing process documents necessary for this role?

Yes, experience in writing process documents like Standard Operating Procedures (SOP) is required.

How will data be utilized in this role?

Data will be transformed into interactive insights such as creative dashboards and management information to improve efficiency and customer service.

What types of performance metrics should candidates understand?

Candidates should have an understanding of contact center operations and related performance metrics.

A relationship bank for a digital world. We champion potential.

Finance
Industry
10,001+
Employees
1968
Founded Year

Mission & Purpose

We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate. As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these. Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence. One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025. We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.