Sr Customer Operations Analyst

We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

About the role

This is an onsite role based at the PSA in Columbus, GA. You will be required to work during your set working schedule.

Success factors

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations

Responsibilities

• Design, develop, and maintain recurring and ad hoc reports, dashboards, and key performance indicator (KPI) scorecards to monitor customer operations performance
• Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources
• Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls
• Analyze staffing, workload, and volume trends to support capacity planning and forecasting
• Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks
• Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations
• Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment
• Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity
• Identify automation opportunities to streamline reporting processes and improve data availability
• Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation, ensuring adherence to Enterprise Data Governance policies
• Perform other related duties as required

Requirements

• Strong analytical and problem-solving skills with the ability to interpret multiple datasets
• Strong proficiency in reporting and visualization tools (e.g., Excel, Power BI, Tableau, or similar)
• Solid understanding of KPI design, metric governance, and performance management
• Experience with staffing models, volume forecasting, and productivity analysis
• Able to translate data into clear insights and recommendations for both technical and nontechnical audiences
• Strong attention to detail and commitment to data accuracy and integrity
• Effective communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in SQL or similar data query tools

Qualifications

• Bachelor’s degree in Business, Analytics, or related field
• 3+ years of workforce planning, data analysis, business intelligence, or related field
• Or an equivalent combination of education and experience
• SQL Certification (preferred)
• Experience supporting Customer Operations, Customer Service, or Contact Center analytics (preferred)

Pay

The salary range for this job is $70,000 to $90,000. This range is specific to the job and salary offers consider a wide range of factors including education, experience, licensure, certifications, geographic location, and peer compensation.

Benefits

• Medical, dental, and vision coverage
• Prescription drug coverage
• Health care flexible spending
• Dependent care flexible spending
• Aflac supplemental policies (Accident, Cancer, Critical Illness, and Hospital Indemnity offered at no cost to employee)
• 401(k) plans
• Annual bonuses
• Opportunity to purchase company stock
• 11 paid holidays annually
• Up to 20 days PTO to be used for any reason
• State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Other leaves of absence, if eligible, when needed to support physical, financial, and emotional well-being