Contact Center Operations Analyst I

About the role

Supports the review and analysis of current contact center operational processes to provide data-driven insights related to establishing operational targets, best practices, and training programs that support service, quality, and efficiency standards. Works alongside other team members and other key stakeholders to assist in developing improvements to contact center processes.

Responsibilities

• Supports in gathering, analyzing, and interpreting contact center’s data and operational processes to prepare reports for leadership
• Assists in identifying operation improvement opportunities and recommendations for remediation, including preparing financial and quality impact analysis and final reports
• Performs preliminary analysis of testing results and identifies potential causes for failure
• Assists contact center team in tracking operational processes, developing dashboards based on operational data and evaluating opportunities for improvements
• Assists contact center team in notifying contact center employees on improvement opportunities for contact center processes and to provide short-term resolutions
• Supports the development and maintenance of dashboards to continually assess contact center’s operations performance and identify improvement opportunities and trends
• Supports in desktop procedure documentation of best practices, policies, and standards
• Supports ongoing training programs that support service, quality, efficiency, and productivity within the contact center
• Performs other duties as assigned
• Complies with all policies and standards

Requirements

• Bachelor's degree
• 0 – 2 years of related experience (or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position)
• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT

Qualifications

• Experience working in a contact center with expertise on collecting, analyzing, and monitoring data preferred

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field or office work schedules

Pay

$22.94 - $38.79 per hour. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives.