Operational Insights Specialist

About Our Client: The organization operates in the financial technology sector, focusing on modernizing payroll through on-demand access to earned wages. Serving more than 1,900 employers and over 6 million employees, it addresses challenges related to timely pay access and financial wellness. Its services help employees manage their finances while supporting employers in attracting and retaining talent. About the Opportunity: The Operational Insights Specialist supports daily contact center analytics while integrating generative AI tools into operational and reporting workflows. This role transforms unstructured customer interaction data into actionable insights that improve service quality, agent performance, and operational efficiency. The position also helps streamline reporting and strengthen data-driven decision-making through AI and analytical solutions. Responsibilities: • Execute and monitor AI prompt pipelines that analyze contact center interactions and customer sentiment.• Transform unstructured interaction data into summary metrics highlighting operational bottlenecks and agent performance.• Maintain dashboards and performance scorecards using SQL and business intelligence platforms such as Tableau or Snowflake.• Collaborate with management to automate manual reporting processes using AI tools.• Audit AI-generated outputs and refine prompts to maintain analytical accuracy and consistency.• Coordinate with IT and Data Engineering teams to maintain data pipelines and support secure AI integrations.• Document AI analytics workflows and assist team members with adopting generative AI tools.• Prepare recurring trend analyses and respond to ad hoc data requests from leadership.• Identify opportunities to improve reporting, analytics, and contact center operations through automation and data-driven insights. Requirements: • 2–3 years of experience in data analytics, business intelligence, operational analysis, or a related field, with exposure to AI platforms or large language model workflows.• Practical experience with AI models such as Anthropic Claude, Google Gemini, and OpenAI, including low-code or API-based automation tools.• Strong understanding of contact center and customer experience metrics, including AHT, CSAT, FCR, QA scores, and speech analytics.• Proficiency in SQL and Tableau or Snowflake.• Familiarity with Python or R for data manipulation and analysis.• Ability to synthesize complex data into clear narratives and actionable recommendations.• Strong analytical, problem-solving, and communication skills.• Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field. Pay Range and Compensation Package: • The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.