Senior Contact Center Operations Analyst - Remote

Overview

The Senior Contact Center Operations Analyst will lead the review and analysis of contact center operational processes to provide insights and develop improvements that enhance service quality and efficiency.

In Short

• Analyze current contact center processes for operational improvements.
• Develop data-driven insights and reports for management.
• Collaborate with team members to set objectives.
• Implement strategic business solutions based on data analysis.
• Prepare financial and quality impact analysis for leadership.
• Manage operational inefficiencies and develop improvement opportunities.
• Facilitate the creation of data reporting assets like dashboards.
• Develop tactical action plans for business process improvements.
• Drive documentation of best practices and training programs.
• Comply with all policies and standards.

Requirements

• Bachelor's degree required.
• 4 - 6 years of related experience preferred.
• Strong analytical skills and experience in data reporting.
• Ability to work collaboratively with stakeholders.
• Experience in contact center operations is a plus.
• Excellent communication skills.
• Proficient in developing strategic solutions.
• Knowledge of operational efficiency metrics.
• Ability to manage multiple projects simultaneously.
• Commitment to diversity and equal opportunity.

Benefits

• Competitive pay and health insurance.
• 401K and stock purchase plans.
• Tuition reimbursement.
• Paid time off plus holidays.
• Flexible work schedule options.
• Comprehensive benefits package.
• Supportive work environment.
• Commitment to employee health and wellness.
• Diversity and inclusion initiatives.
• Equal opportunity employer.