Operations Analyst

Job Summary

The Operations Analyst is responsible for analyzing business performance, identifying process improvement opportunities, and supporting operational excellence initiatives. This role partners with Operations, Workforce Management, Quality, Training, and Client Services teams to drive efficiency, productivity, service quality, and client satisfaction.

Key Responsibilities

• Analyze operational performance data and identify trends, risks, and improvement opportunities.
• Develop and maintain operational reports, dashboards, and scorecards.
• Monitor KPIs, SLAs, productivity, quality, and customer experience metrics.
• Conduct root cause analysis on operational issues and recommend corrective actions.
• Support process improvement and automation initiatives to drive operational efficiency.
• Partner with Operations Managers to identify performance gaps and implement solutions.
• Track workforce utilization, capacity, and resource allocation.
• Prepare daily, weekly, and monthly business reviews for leadership and clients.
• Perform data validation, reconciliation, and performance audits to ensure reporting accuracy.
• Support strategic planning, forecasting, budgeting, and business performance analysis.
• Collaborate with cross-functional teams including Workforce Management, Quality Assurance, Training, and Technology.
• Assist in client presentations and operational reviews.

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Finance, Statistics, Economics, or a related field.
• 2+ years of experience in Operations Analysis, Business Analysis, Reporting, or Process Improvement.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, Index Match, and data analysis.
• Experience creating reports, dashboards, and performance metrics.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in BPO, BPM, Contact Center, Shared Services, or Operations environments.
• Knowledge of Power BI, Tableau, SQL, or other BI tools.
• Experience with workforce management, forecasting, and capacity planning.
• Lean Six Sigma, PMP, or process improvement certifications preferred.
• Understanding of customer service and operational excellence methodologies.

Key Skills

• Operations Analysis
• Business Intelligence
• Reporting & Dashboard Development
• Data Analysis
• Process Improvement
• Root Cause Analysis
• KPI & SLA Management
• Microsoft Excel
• Power BI / Tableau
• Stakeholder Management

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

• Food provided
• Health insurance
• Paid sick time
• Provident Fund

Work Location: Hybrid remote in Mumbai, Maharashtra 400093