Operations Analyst

Job Summary

Driving the review and analysis of complex contact center operational processes, the full-time Operations Analyst will gather and interpret data to provide insights for operational improvements and support training programs, working remotely within the continental United States.

Key responsibilities

• Gathers, analyzes, and interprets contact center data to identify risk areas and prepare reports for management
• Supports the development and implementation of strategic business solutions through research and analysis of data and operational processes
• Identifies operational improvement opportunities and prepares financial and quality impact analyses

Required qualifications

• Bachelor's degree and 2 - 4 years of related experience, or equivalent experience
• Experience working in a contact center with expertise in data collection, analysis, and monitoring preferred
• Proficiency in developing and maintaining operational performance dashboards
• Ability to assist in the implementation of best practices and training materials
• Experience in preparing reports and conducting preliminary analysis of operational data insights