Overview: Management of the business operations of a region and/or country. Management of internal and external strategic issues and opportunities. Management of business operations initiatives through business intelligence (Country management, Business operations efficiency, Business intelligence) Responsibilities: Senior Analyst – Commercial Operations is responsible for delivering data-driven insights to improve customer care effectiveness, sales performance, delivery & operational performance, and commercial outcomes. The role involves deep analysis of customer interactions, operational KPIs, and care initiatives to identify trends, gaps, and opportunities for improvement across touchpoints. Reporting & Dashboards: Build and maintain reports and dashboards to track performance metrics for commercial and care teams. Automate reporting processes to improve efficiency and reduce manual intervention. * Strong understanding of Salesforce Customer Insights & Journey Analytics: Conduct root cause analysis for customer pain points and drop-offs across care journeys. Partner with CX and commercial teams to recommend improvements based on data insights. Cross-functional Collaboration: Work closely with Care Operations, Marketing, Product, Finance, and BI teams to align data initiatives with business goals. Translate operational data into actionable insights for leadership and front-line teams. Qualifications: Education: Bachelor’s degree in Business, Statistics, Engineering, Economics, or related field. Master's degree is a plus. Experience: 3–5 years of experience in analytics roles, preferably within telecom, customer operations, or commercial teams. Proven track record in delivering actionable insights in a high-volume, service-oriented business. Technical Skills: Advanced skills in SQL and Excel. Experience with BI tools like Power BI Knowledge of statistical analysis tools (Python, R, or SAS) is a plus. Familiarity with customer care platforms (CRM, IVR, chatbot data) and telecom KPIs * Familiar with Salesforce