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 improving service quality and efficiency while 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 processes
• Develops and maintains dashboards to assess contact center performance and identify improvement opportunities

Required qualifications

• Bachelor's degree required
• 2 - 4 years of related experience preferred
• Experience working in a contact center with expertise in data collection and analysis
• Ability to prepare financial and quality impact analyses
• Experience in developing training materials and documentation of best practices