Senior Customer Service Operations Analyst

About the role

The Senior Customer Service Operations Analyst will lead the improvement of customer experience across all conventional channels, including outlets, call centres and field operations. The role combines operational planning, complex issue resolution and risk mitigation to ensure a seamless service for telecom customers.

Key responsibilities

• Develop and monitor customer‑experience initiatives across outlets, call centres and field operations.
• Conduct mystery‑shopping and analyse findings to identify pain points.
• Drive improvements to customer‑facing systems and processes.
• Flag experience issues and implement preventive measures.
• Map and redesign processes, analyse root causes and coordinate updates.
• Research CX best practices, prototype and test new experiences.
• Collaborate with department partners to align project expectations.
• Use customer data to recommend experience enhancements within business constraints.
• Prepare and present drafts to internal teams and stakeholders.
• Define project success metrics, analyse outcomes and plan next steps.
• Report and monitor KPIs for conventional channels and plan corrective actions.

Required profile

• Proven experience in customer‑experience management for conventional channels.
• Strong communication and teamwork skills to work with multiple stakeholders.
• Ability to manage several priorities and meet deadlines in a fast‑paced environment.
• Effective stress management and project‑organisation capabilities.

Required skills

• Data mining