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Join Lumi as an Operations Control Officer!
We are looking for a proactive and detail-oriented Operations Control Officer who will act as the central control point for operational requests. In this role, you will ensure efficient ticket handling, SLA adherence, and seamless coordination across the Call Center, branches, and internal departments, while driving service excellence and continuous improvement.

Key Responsibilities:

• Manage all operational and back-office tickets (internal and external), ensuring timely resolution within SLAs.
• Act as the central control point for requests by validating, redirecting, or escalating when required.
• Handle customer complaints and escalations across non-call channels, ensuring proper resolution and documentation.
• Coordinate with branches, IT, and internal teams to ensure smooth and efficient service delivery.
• Monitor SLA performance and identify bottlenecks or delays in ticket handling.
• Prepare daily and weekly reports, analyzing trends and highlighting recurring issues.
• Provide actionable insights and recommendations to improve operational performance.
• Identify workflow inefficiencies and support process improvement and automation initiatives.
• Ensure quality, accuracy, and compliance with internal policies and procedures.

Requirements:

• Bachelor’s degree in Business Administration or a related field.
• 3–6 years of experience in Customer Service or operations.
• Strong communication and problem-solving skills.