Jr Operations Analyst at FULL Creative analyzing data for Contact Center performance. Working with teams to enhance operational efficiency and reporting processes.
About the role
- Head of Support Operations at System C overseeing operational performance in customer support. Focused on building scalable practices and driving customer outcomes in a fast-changing environment.
Responsibilities
- Define and deliver the support operations strategy
- Act as the operational escalation point for complex or systemic issues
- Ensure the function is efficient, high-quality and measurable
- Own and deliver the Support Operations strategy aligned to organisational objectives
- Drive service excellence and continuous improvement across support functions
- Build robust dashboards and executive reporting across KPIs
- Translate operational data into actionable insight for senior stakeholders
- Support forecasting models for volumes, resourcing and capacity planning
- Own and optimise the support technology stack
- Evaluate AI options with Technical Support Operations
- Embed quality assurance, knowledge management and feedback loops
- Lead and develop the Support Operations team
Requirements
- Significant experience leading operations within a software/SaaS customer support environment
- Demonstrable experience building and managing data-driven reporting frameworks and SLAs in regulated/public sector contexts
- Strong BI capability (Power BI, Tableau or equivalent) and confident translating complex data into clear recommendations
- Calm, structured and collaborative - able to create clarity and momentum when priorities shift
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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