Senior Customer Operations Analyst

Description

Job Summary: Utilities 4 Less Solutions is seeking a Senior Customer Operations Analyst to analyze and optimize operations, enhancing customer experience and efficiency. Key Highlights: 1. Participation in operational optimization and transformation projects. 2. Continuous training and professional development. 3. Real opportunities for career growth and development. Job Description Utilities 4 Less Solutions is seeking a **Senior Customer Operations Analyst** to analyze and optimize customer- and service-related operations. The individual will be responsible for reviewing data, monitoring key performance indicators, and proposing improvements to deliver more efficient service and an enhanced customer experience. Main Responsibilities * Analyze customer-related operations and processes. * Monitor service KPIs, satisfaction metrics, response times, and productivity. * Identify trends, deviations, and improvement opportunities. * Prepare reports and dashboards for management. * Analyze requests, complaints, and primary contact reasons. * Coordinate with customer service, operations, sales, and technology teams. * Review processes for onboarding, offboarding, modifications, and service management. * Maintain up-to-date information in CRM and internal systems. * Support automation and process improvement initiatives. * Analyze data to optimize costs and service levels. * Investigate incidents and coordinate corrective actions. * Propose initiatives to improve efficiency and customer experience. Requirements * Professional degree in Business Engineering, Industrial Civil Engineering, Administration, Computer Engineering, or a related field. * Solid experience in customer operations, business analysis, operations, or customer experience. * Advanced Excel and data analysis skills. * SQL knowledge is desirable. * Experience with CRM and enterprise systems. * Proficiency in Power BI, Tableau, or similar tools. * Knowledge of KPIs, reporting, and process improvement. * Strong communication and coordination skills. * Ability to work effectively within multidisciplinary teams. * Analytical, autonomous, and results-oriented profile. * Intermediate or advanced English proficiency. Why Work With Us * Competitive salary commensurate with experience and responsibilities. * Performance-based bonus and objective achievement incentives. * Professional, dynamic, and collaborative work environment. * Participation in operational optimization and transformation projects. * Continuous training and professional development. * Hybrid work model, based on role requirements. * Real opportunities for career growth and development. Salary: $2\.156\.573 \- $3\.543\.434 per month Work Location: On-site employment