Operations Analyst

Job Title: Operations Analyst – Case & Opportunity Management

Company: Omnissa India Pvt Ltd

Location: JP Nagar, Bangalore, India

Experience: 4+ years

Work Model: Hybrid (Mandatory 3 days of work from the office: Tuesday, Wednesday, and Thursday)

Role Overview

Omnissa India is looking for a proactive, detail-oriented Analyst to join our operations team in Bangalore. In this role, you will be responsible for managing end-to-end Salesforce (SFDC) opportunity lifecycles, resolving complex sales and automation fallout cases within strict SLAs, and delivering actionable data reporting to optimise business processes.

Key Responsibilities

• Salesforce (SFDC) Opportunity Management: Manage the creation, maintenance, and closure of sales opportunities in SFDC with high accuracy and compliance with internal guidelines.
• Case Resolution & Fallout Handling: Investigate and resolve sales operations cases and automation fallout errors, ensuring effective same-day resolution (within 24 hours).
• Cross-Functional Stakeholder Follow-ups: Act independently to drive open inquiries to resolution by actively coordinating and following up with sales reps, operations teams, and key stakeholders.
• Reporting & Data Analysis: Build, maintain, and automate Excel-based operational reports and dashboards to track case volumes, pipeline status, and SLA performance.
• Ad-hoc Process Analysis: Perform deep-dive operational analysis on case management workflows to identify bottlenecks, fallout root causes, and process improvement opportunities.
• Daily Operations Support: Collaborate closely with the Team Leader to align on daily deliverables, operational priorities, and continuous process enhancements.

Required Skills & Qualifications

• Bachelor’s degree in business administration, Commerce, Information Systems, or a related field.
• Hands-on experience working with Salesforce.com (SFDC), specifically within Opportunity and Case Management modules.
• Advanced proficiency in Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables, nested formulas, data visualisation, and basic dashboards).
• Proven track record of handling high-volume operational queues while meeting tight turnaround times (same-day resolution).
• Strong analytical, troubleshooting, and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills to independently drive discussions with cross-functional stakeholders.

Work Location: In person