Call Center Operations Analyst

Job Summary

A company is looking for a Call Center Operations Analyst to optimize service delivery within a call center setting.

Key Responsibilities

• Oversee and update databases related to memberships and insurance, generating reports
• Lead initiatives to enhance service delivery and member benefits
• Manage budgetary processes and ensure accurate forecasting and implementation

Required Qualifications

• Proficient in Genesys Cloud (GCX) for contact center operations
• At least 3 years of experience in business operations, preferably in call centers
• Proficiency in Microsoft Office products, including Outlook, Word, Excel, and Access
• Demonstrated capability in project management and operational enhancements
• Additional software skills in MS Project and Publisher are desired