Operational Excellence Analyst

Job Summary

A company is looking for an Operational Excellence Analyst (100% Remote).

Key Responsibilities

• Lead cross-functional operational projects and initiatives to improve efficiency and agent performance
• Analyze operational performance metrics to identify trends and recommend solutions
• Develop and update process documentation and standard operating procedures (SOPs) for consistency and scalability

Required Qualifications

• High School diploma or equivalent; bachelor's degree in a related discipline preferred
• 5+ years of experience in operations or process improvement, particularly in contact centers
• 2+ years of experience in people management or leading cross-functional initiatives
• Proven experience in process improvement and operational analysis
• Familiarity with contact center operations and key performance metrics