Sr Operation Analyst

About SquadStack

Squad combines crowdsourcing and AI in one platform to help solve large-scale operational processes. Humans are great at solving complex tasks but perform poorly at repetitive tasks, whereas ML works great with bounded repetitive problems & fails with open issues. We see ML & a distributed workforce as two key phenomena that would drastically change how work gets done.

Our product:

SquadStack: Our elastic distributed team of 2000+ trained call agents reach out to prospective inbound leads within minutes and effectively nurture and qualify them for sales teams, making sales for the client extremely streamlined and predictable. We also optimize several call variables to create a significant increase in conversions. Customers include fintech, ed-tech, and commerce players in India. Deck

After seeing impressive growth in India, we’re launching in the US Real Estate market, where we work with brokerage teams to help qualify sales leads. This candidate would be one of the early members to launch this market.

Position Overview:

As an Analyst in our organization, you will play a vital role in ensuring our day-to-day processes' effective operation and performance. Your responsibilities will involve monitoring, analyzing, and optimizing various aspects of our operations to ensure seamless and smooth working and upholding the standards of service excellence without any client escalations.

Key Responsibilities:

1. Lead Management:
   1. Ensure that all generated leads are promptly assigned and attended to by the appropriate Brand representatives within the stipulated time.
   2. Monitor lead distribution to ensure TAT, connectivity, and Earnings for Brand Representative Engagement as per our processes.
   3. Identify bottlenecks and work with teams to streamline processes for quicker resolutions.
2. Brand Representative Availability and Engagement:
   1. Analyse and ensure that there are adequate brand representatives in all the campaigns.
   2. Collaborate with relevant departments to ensure the proper brand representatives are maintained.
   3. To ensure the brand representatives are working as per our norms.
3. Reporting and Documentation:
   1. Maintain accurate records of lead assignments, interactions, resolutions, and relevant data.
   2. Generate regular reports highlighting performance metrics, operational trends, and areas for improvement.
4. Stakeholder Management:
   1. Collaborate with various internal and external stakeholders to ensure our operations are smooth and efficient functioning.
   2. Address operational challenges, seek feedback, and implement improvements in coordination with relevant parties.
5. Automation and Process Improvement:
   1. Cultivate a mindset for automation, continuously identifying opportunities to automate manual tasks and streamline processes.
   2. Research, evaluate, and implement automation tools to enhance operational efficiency and reduce manual workload.
6. Internal Ticketing:
   1. Raise internal tickets to address any issues, challenges, or required changes in day-to-day operational processes.

Required Qualifications and Skills:

1. Bachelor's degree in a relevant field or equivalent work experience.
2. Must be proficient with Microsoft Office
3. Must be proficient with SQL
4. Strong analytical skills with the ability to interpret data and identify trends.
5. Excellent organizational skills and attention to detail.
6. Practical communication skills to engage with Brand representatives and other stakeholders.
7. Problem-solving mindset with the ability to devise solutions for operational challenges.
8. Time management skills to meet deadlines and manage multiple tasks simultaneously.

Preferred Qualifications:

1. Prior experience in a BPO or customer service environment or a marketplace company.
2. Familiarity with lead management systems and BPO technologies.
3. Experience in generating and presenting operational reports.
4. 2+ years of experience in the relevant domain

In this role, you will be instrumental in optimizing day-to-day operations to ensure efficient lead management, maintain positive relationships with Brand representatives, uphold service quality, and contribute to the organization's overall success. Your analytical skills and attention to detail will be critical in identifying areas for improvement and implementing strategies to enhance our operational efficiency and customer satisfaction.

Logistics:

• Compensation: 4.5 To 7 LPA
• Location: Bangalore/ Noida
• Joining: ASAP

Why should you consider us seriously?

• We believe that long-term, people >> product and profits, and prioritize culture over everything else. See Glassdoor reviews.
• We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, and Emergent Ventures; Senior executives at Google, Square, Genpact, and Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
• Unlimited Leaves 💤
• Freedom and Responsibility 🦅
• Entrepreneurial Team 💪
• Exponential Growth 📈
• Healthcare (Physical and Mental Wellness) 😌

Please Note:

SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.