Senior Operation Analyst

Công Ty TNHH Geniebook Vietnam · Hồ Chí Minh

Loại hình

Toàn thời gian

Hình thức

Tại văn phòng

Cấp bậc

Nhân viên

Ngành nghề

Ngành nghề khác

Mức lương

Thương lượng

Địa điểm

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

Role Overview:
Sales Operations:
Support and optimize sales processes (lead allocation, pipeline tracking, renewals).
Maintain CRM data accuracy and reporting standards.
Analyze conversion rates, productivity, and pipeline health.
Support forecasting and performance tracking.
Customer Care Operations:
Improve Customer Care workflows (onboarding, scheduling, follow-ups, escalations).
Monitor service KPIs: response time, resolution time, retention rate, renewal rate, satisfaction.
Support capacity planning and service quality control.
Identify automation or system improvement opportunities to enhance customer experience.
Cross-Functional Collaboration:
Coordinate between Sales, Customer Care, Product, Marketing, and Finance.
Support new program launches and operational readiness.
Translate operational gaps into system or process improvements.
Reporting & Performance Analysis:
Build dashboards covering revenue, conversion, retention, and service efficiency.
Provide regular insights to leadership.
Identify risks and propose corrective actions.
Mentorship & Process Ownership:
Guide junior ops members if applicable.
Standardize SOPs and documentation.
Promote a data-driven and accountability culture.

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