| Job Title: Operations Consultant Location: DIC Employment Type: [Full-Time / Contract / Remote / Hybrid] Experience Required: 3–8 Years Job Summary: We are seeking a dynamic and detail-oriented Operations Consultant to join our team. The ideal candidate will possess strong communication skills, a customer-centric mindset, and the ability to manage operations efficiently across global teams, particularly with US-based clients. This role requires hands-on experience in customer support, stakeholder coordination, and advanced proficiency in Microsoft Excel for reporting and analysis. Key Responsibilities: Serve as the primary point of contact for operational support, ensuring timely and effective communication with internal teams and external stakeholders. Handle customer queries and escalations, particularly from US-based clients, with professionalism and empathy. Collaborate with cross-functional teams to streamline processes and improve service delivery. Conduct daily operational reviews, monitor SLAs, and ensure compliance with client expectations. Prepare and maintain detailed reports using Excel, including pivot tables, VLOOKUP, dashboards, and data visualization tools. Identify process gaps and recommend improvements to enhance operational efficiency. Support onboarding and training of new team members in operational procedures and client handling. Participate in client calls, status meetings, and performance reviews to ensure alignment and transparency. Maintain documentation of operational workflows, SOPs, and client-specific requirements. Required Skills & Qualifications: Excellent verbal and written communication skills, with the ability to interact effectively with global clients. Proven experience in customer support or operations, preferably with exposure to US-based clients. Strong analytical skills and advanced proficiency in Microsoft Excel (formulas, pivot tables, charts, etc.). Ability to manage multiple tasks and priorities in a fast-paced environment. Experience in handling escalations and resolving issues with a solution-oriented approach. Bachelor’s degree in Business Administration, Operations Management, or a related field. Preferred Qualifications: Experience working in a BPO, shared services, or consulting environment. Familiarity with CRM tools, ticketing systems, and workflow automation platforms. Knowledge of process improvement methodologies such as Lean or Six Sigma. What We Offer: A collaborative and inclusive work environment Opportunities for professional growth and development Exposure to global clients and diverse operational challenges Competitive compensation and benefits package |