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Senior Operations Analyst for Customer Engagement
hace 2 meses
Location: Bogotá, Colombia (hybrid)
Note: Only resumes in English will be considered.
Telesign is dedicated to connecting, safeguarding, and proactively defending businesses, clients, and their digital interactions. Our advanced AI technology ensures identity verification with speed, precision, and a global reach, enabling Continuous Trust. This empowers organizations to engage, communicate, and transact with their customers confidently, making the promise of the digital economy a reality.
The Senior Operations Analyst plays a crucial role in ensuring that our customer-facing teams are equipped with the necessary resources, processes, and data to perform their roles effectively. This position is essential for fostering strong external relationships, creating outstanding experiences for our points of contact, and ultimately enhancing customer retention.
Key Responsibilities:
- Serve as a strategic partner to the Global Operations team, conducting comprehensive business analysis that encompasses revenue assessments, quota planning, and performance enhancement.
- Collaborate with leadership on pivotal strategic initiatives to cultivate a world-class customer organization.
- Design and implement repeatable, scalable processes to drive success as our teams evolve.
- Develop dashboards and manage ongoing reporting requirements.
- Utilize data and insights to identify challenges and execute projects aimed at resolving these issues.
- Engage cross-functionally with Product, Sales Operations, Business Operations, and other teams.
- Contribute to a variety of projects including CRM enhancements, optimization of customer operations teams, centralized reporting, and execution of strategic initiatives.
- Innovate solutions to achieve customer operations objectives using diverse tools and platforms.
- Apply strong analytical skills to swiftly interpret data and share insights that maximize scale and efficiency with business partners.
- Oversee monthly forecasting and reporting for financial and operational key performance indicators (KPIs).
- Take charge of software utilized by the team, providing technical support and serving as the subject matter expert on various projects.
- Identify opportunities to enhance current reporting formats, processes, and systems.
Essential Requirements:
- Minimum of 3 years of experience in customer operations (customer success operations, professional services operations) or a related field (business operations, sales operations, consulting, etc.).
- Proficient in Salesforce and Service Cloud.
- Expertise in Microsoft Office, particularly Excel and PowerPoint.
- Experience managing large datasets and modeling reports across various platforms.
- Proven success in process and systems thinking, capable of developing elegant, scalable solutions to complex challenges.
- Strong communication skills to effectively engage with a diverse range of stakeholders.
About Telesign:
Telesign connects and protects online experiences through sophisticated customer identity and engagement solutions. Our APIs deliver user verification, data insights, and communication capabilities, addressing today's unique customer challenges by linking businesses to the intricate world of global telecommunications.
Telesign is proud to be an equal opportunity employer. We believe that our diversity enhances our workplace, product, and community. We do not discriminate based on race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by law.
Telesign is committed to affirmative action and seeks to ensure equality of opportunity in all employment aspects, ensuring that all personnel activities remain free from illegal discrimination and harassment based on protected characteristics.
