Customer Service & Operations Analyst

Overview

Support customers and colleagues in the contact centres by investigating queries, supporting business processes, and suggesting improvements to increase efficiency and customer service.

What you'll do

• Respond to and investigate customer queries in the contact centres.
• Provide support on business processes, policies and procedures.
• Develop an understanding of customer and business needs and suggest improvements to increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Work closely with operational centres, providing coaching and support to increase efficiency and knowledge.
• Keep accurate records of day-to-day operations, log incidents and identify trends.
• Review manual or ineffective processes which could be automated or enhanced.
• Maintain a focus on improving customer service and experiences.

What you'll need

• Excellent planning and organisational skills.
• Good attention to detail.
• Ability to perform well under pressure and manage multiple tasks while maintaining high accuracy.
• Experience of analysing and using performance data.
• Fresher's, 2025 or 2026 pass out graduates in B.com, BA, BBA, BSc Non-IT, Mass Comm, Journalism, or Postgraduate in MBA.
• 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.

Details

• Hours: 45.
• Job posting closing date: 17/10/2026.