Key Responsibilities

Monitor and report on Customer, Driver, and Merchant support performance metrics, including backlog, SLA attainment, response time, resolution time, and escalation rates.
Track daily operational health and ensure support queues are managed within agreed service levels.
Analyze trends in customer, driver, and merchant concerns to identify recurring issues and improvement opportunities.
Conduct root cause analysis on SLA breaches, backlog growth, and support escalations, and recommend corrective actions.
Develop and maintain dashboards, reports, and trackers to provide visibility on operational performance.
Partner with CS, Operations, Product, and Business teams to drive issue resolution and process improvements.
Lead backlog management initiatives and coordinate with stakeholders to ensure timely closure of aged cases.
Support workforce planning and forecasting by providing insights on ticket volume trends and support demand.
Ensure data accuracy and integrity across reporting and case management systems.
Present performance insights, risks, and recommendations to management on a regular basis.

Qualifications

Bachelor's degree in business, Industrial Engineering, Statistics, Operations Management, or a related field.
3+ years of experience in Operations Analytics, Customer Service Operations, Business Intelligence, or similar roles.
Strong analytical skills with experience interpreting operational and customer support data.
Advanced proficiency in Excel/Google Sheets experience with SQL, Tableau, Power BI, or equivalent tools is preferred.
Strong stakeholder management skills with the ability to work cross-functionally.
Excellent communication, problem-solving, and project management capabilities.
Experience supporting Customer, Driver, or Merchant operations within e-commerce, logistics, mobility, or marketplace platforms is highly preferred.

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