Senior Analyst, Commercial Operations
hace 1 semana
Overview:
Management of the business operations of a region and/or country. Management of internal and external strategic issues and opportunities. Management of business operations initiatives through business intelligence (Country management, Business operations efficiency, Business intelligence)
**Responsibilities**:
Senior Analyst - Commercial Operations is responsible for delivering data-driven insights to improve customer care effectiveness, sales performance, delivery & operational performance, and commercial outcomes. The role involves deep analysis of customer interactions, operational KPIs, and care initiatives to identify trends, gaps, and opportunities for improvement across touchpoints.
- **Reporting & Dashboards**:
- Build and maintain reports and dashboards to track performance metrics for commercial and care teams.- Automate reporting processes to improve efficiency and reduce manual intervention.
- Strong understanding of Salesforce**Customer Insights & Journey Analytics**:
- Conduct root cause analysis for customer pain points and drop-offs across care journeys.- Partner with CX and commercial teams to recommend improvements based on data insights.**Cross-functional Collaboration**:
- Work closely with Care Operations, Marketing, Product, Finance, and BI teams to align data initiatives with business goals.- Translate operational data into actionable insights for leadership and front-line teams.
Qualifications:
**Education**:
- Bachelor’s degree in Business, Statistics, Engineering, Economics, or related field.- Master's degree is a plus.
**Experience**:
- 3-5 years of experience in analytics roles, preferably within telecom, customer operations, or commercial teams.- Proven track record in delivering actionable insights in a high-volume, service-oriented business.
**Technical Skills**:
- Advanced skills in SQL and Excel.- Experience with BI tools like Power BI- Knowledge of statistical analysis tools (Python, R, or SAS) is a plus.- Familiarity with customer care platforms (CRM, IVR, chatbot data) and telecom KPIs
- Familiar with Salesforce
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