Operations Analyst

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We seek a dynamic and detail-oriented Partner Operations Analyst to enhance our operations. This role is vital for ensuring the highest performance standards across our Business Process Outsourcing (BPO) agents by gathering and analyzing key metrics, monitoring trends, and effectively communicating findings to enhance our operations and customer service. This role supports regional locations including the Philippines, India, and Latin America.

As Operations Analyst, You Will…

• Regularly collect and analyze daily performance metrics from BPO agents
• Identify trends and conduct comparative breakdowns of longitudinal data to provide actionable insights
• Monitor daily and weekly contractor staffing levels and provide forecast adjustments
• Prepare clear and persuasive presentations for internal and external stakeholders
• Share insights and overviews effectively, ensuring data is understandable and actionable.
• Provide prompt ad hoc communication with leadership when identifying trends or to push along coaching agendas
• Work closely with Partner Operations Managers to implement data-driven strategies and improvements
• Provide support and guidance to team members, fostering a collaborative and high-performing environment
• Understand and comply with company standards and policies
• Continuously monitor and evaluate agent performance against company standards and objectives, suggesting and implementing improvements when necessary
• Support new product and technology launches including UAT testing and communication release planning
• Be responsible for extracting production data from CRM, Dialer, and reporting platforms to formulate BPO production reports

As Operations Analyst, You Have…

• High school diploma or equivalent (required)
• A minimum of 5 years of experience in the contact center industry
• Preferably 2 years of experience in a Product/Operations environment
• Proven managerial experience with a strong focus on data analytics and operations
• Strong knowledge in Google Workspace (Google Sheets, Google Docs, and Google Slides)
• Excellent presentation skills with the ability to convey complex data to diverse audiences, including internal and external contacts
• Strong time management, organizational skills, and integrity
• A passionate commitment to quality and excellence in service delivery
• Strong focus on enhancing customer experience
• High resilience and ability to work under pressure with quick turnaround times
• Expertise in time management, capable of multitasking effectively in a detailed and organized manner