Real-Time Operations Senior Business Analyst

Responsibilities

• Leverage existing tools to effectively articulate the current state of the Customer Success network, contextualize key performance indicators with operational insights and any relevant cross-functional initiatives, and close loop on any critical callouts or issues.
• Develop insights and ad-hoc analyses to understand root causes, derive forecasted outcomes to quantify the impact of current trends, and deliver solutions — escalating when solutions require configuration changes beyond defined scope or when resolution is blocked after repeated partner engagement.
• Execute on cross-functional initiatives to optimize business performance intraday, with guidance on scope and approach.
• Identify recurring or emerging risks before they materially impact performance — building or improving mechanisms to detect, triage, and resolve issues more consistently and reduce repeat occurrences across the operation.
• Identify routing design gaps, risks, and scalability opportunities across teams or business areas, propose and influence routing improvements that improve service levels, resiliency, customer experience, or operational efficiency — defining the requirements that drive configuration and process changes across partnering teams.
• Solve complex and ambiguous problems by identifying systemic issues, hidden dependencies, and improvement opportunities, translating findings into durable recommendations — championing end-to-end solutions and owning the path to closure, including tooling improvements and process redesign.

Requirements

• 5+ years of experience with Contact Center operations.
• Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling).
• Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.).
• Strong interpersonal skills and ability to work well in dynamic & matrix team environments.
• Experience with analytics to understand, manipulate, and report data in an impactful way.
• Demonstrated ability to build net new reporting, modeling, or operational frameworks.
• Ability to work independently, navigate ambiguity, and drive clarity in complex problem spaces.
• Flexibility with work schedule to cover business hours is a must (*Including weekends/holidays).

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