Customer Channels Operations Analyst

Description

Job Summary: We are seeking a Customer Channels Operations Analyst to ensure the stability, efficiency, and proper operation of our digital channels. Key Highlights: 1. Manages campaign operations and support in TigoChat and Genesys. 2. Ensures the stability and efficiency of digital customer service channels. 3. Directly impacts customer experience and departmental KPIs. Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you! We are champions of positive transformation. We believe in innovation, adaptation, and prioritizing our customers at the core of all our actions. Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas. This is your opportunity, come and be part of Sangre Tigo! **Apply right now!** Customer Channels Operations Analyst **We are looking for our next Customer Channels Operations Analyst** At **Tigo El Salvador**, we seek an analytical, organized individual with strong operational execution capabilities to ensure the stability, efficiency, and proper operation of our digital customer service channels. If you are passionate about working with digital platforms, resolving incidents, executing campaigns, and ensuring a consistent customer experience… this role is for you! **Primary Purpose** This position is critical to guaranteeing the correct operational execution of campaigns, timely incident management, and continuous support across various digital customer service channels. Your work directly impacts operational stability, customer experience, and achievement of key departmental KPIs. **Key Responsibilities** * Execute and provide operational support for campaigns in TigoChat (B2B, eCare, Telesales, and specialized), ensuring proper activation and tracking. * Manage license provisioning and control in TigoChat in compliance with operational guidelines. * Escalate and track operational incidents and errors in TigoChat and Genesys until resolution. * Execute audio and deterrent message campaigns via Genesys. * Record and manage audio assets for campaigns and IVR flows. * Support collection, validation, and consolidation of operational data for departmental reporting. * Monitor basic operational metrics: campaign volume, incidents, response times, and execution metrics. **Requirements** * University degree in Engineering, Administration, or related field (preferred) * Technical knowledge of reporting, basic SQL commands for data extraction, and intermediate Excel proficiency. * Ability to track, organize, and control operations **Are you interested in joining the team that drives the operation of our digital channels?** Apply now and join the team that sustains customer experience and operational excellence across our digital channels. \#TigoElSalvador \#SangreTigo \#CustomerOperations \#DigitalChannels \#OperationalExcellence \#CustomerExperience Our people are the soul of Tigo El Salvador. We employ more than 4,500 people directly and indirectly, which makes us proud of being a responsible company that contributes to the economic growth of the country. More than job opportunities, at Tigo we create professional development networks where our employees have no barriers to reach their full potential. Our Sangre Tigo culture is lived in every corner of our work centers, pushing us to be the best. Sangre Tigo moves us to work together with a purpose, to be innovative, agile and disciplined, to guide our actions by our integrity, to place our clients at the center of everything we do, to be engines of positive change, being always proud of our history. We promote the digital lifestyle and take full advantage of technology to facilitate the day\-to\-day life of our clients. Throughout the years, we have been acknowledged as one of the top workplaces in El Salvador and Central America. At Tigo, we are not just a great workplace; we are a community of amazing people to work with. We welcome you to join our team! Apply Now! *Millicom \| Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.*