Call Center Operations Analyst

Job Summary

Working remotely on a full-time basis, the Call Center Operations Analyst will optimize service delivery in the Membership and Insurance Service Call Center by leveraging data-driven insights and managing workforce performance metrics.

Key responsibilities

• Research and implement best practices to enhance call center operations for membership and insurance services
• Oversee database management and generate detailed internal and external reports related to service delivery
• Analyze workforce management data to identify trends and recommend adjustments for improved productivity and customer experience

Required qualifications

• Proficient in Genesys Cloud (GCX) Workforce Management with at least 3 years of experience in business operations, preferably in call center environments
• Strong proficiency in Microsoft Office software products, including Outlook, Word, Excel, and Access
• Demonstrated capability in project management and driving operational enhancements
• Professional organizational and time management skills with the ability to multitask and meet project deadlines
• Experience in communicating effectively with stakeholders and cross-functional teams