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 workplace

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

📌 Operations Analyst (Hyderabad)
🏢 In Touch
📍 Hyderabad