Senior Analyst, Frontline Operations

Job Summary

To enhance frontline performance, the full-time Senior Analyst, Frontline Operations will analyze operational data, identify root causes of performance issues, and deliver actionable recommendations while working remotely.

Key responsibilities:

• Break down frontline performance metrics by specialist, queue, vendor, and site to provide detailed analyses
• Identify root causes of performance changes and deliver clear, actionable insights to leadership
• Develop and refine specialist metrics and dashboards in collaboration with Tools Support to address frontline managers' needs

Required qualifications:

• 8+ years of experience in operations analytics, workforce analytics, or business intelligence
• Proficiency in SQL with the ability to perform complex joins and window functions
• Strong understanding of contact-center metrics such as SLA, AHT, and occupancy
• Experience in root-cause analysis within a multi-vendor, multi-site operational model
• Ability to communicate complex analyses clearly to frontline managers and senior leaders