Sr Customer Operations Analyst

A Fortune 500 company and industry leader in voluntary insurance products, Aflac is known for its commitment to developing and empowering employees, cultivating relationships, and giving back to the community. This role is based onsite at the PSA in Columbus, GA.

About the role

We are looking for a Sr Customer Operations Analyst to support our Individual Benefits Operations through data-driven insights, reporting, and performance management. The ideal candidate will have strong analytical skills, proficiency in reporting and visualization tools, and experience in workforce planning and customer operations analytics.

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 (e.g., Excel, Power BI, Tableau) 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

• Bachelor’s degree in Business, Analytics, or a related field.
• 3+ years of experience in workforce planning, data analysis, business intelligence, or a related field.
• Or an equivalent combination of education and experience.
• Strong analytical and problem-solving skills with the ability to interpret multiple datasets.
• Proficiency in reporting and visualization tools (e.g., Excel, Power BI, Tableau).
• Solid understanding of KPI design, metric governance, and performance management.
• Experience with staffing models, volume forecasting, and productivity analysis.
• Ability to translate data into clear insights and recommendations for both technical and non-technical 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.

Preferred Qualifications

• SQL Certification.
• Experience supporting Customer Operations, Customer Service, or Contact Center analytics.

Skills for Success

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

Pay

The salary range for this job is $70,000 to $90,000. This range is specific to the job and considers factors such as education, experience, licensure, certifications, geographic location, and peer compensation. The range does not include potential incentive pay or benefits.

Benefits

• Medical, dental, and vision coverage.
• Prescription drug coverage.
• Health care and dependent care flexible spending accounts.
• Aflac supplemental policies (Accident, Cancer, Critical Illness, and Hospital Indemnity offered at no cost to employee).
• 401(k) plans with opportunity to purchase company stock.
• Annual bonuses.
• 11 paid holidays per year.
• Up to 20 days of PTO for any reason.
• State-mandated sick leave (e.g., Washington employees accrue 1-hour sick leave for every 40 hours worked).
• Other leaves of absence, including adoption and parental leave, as applicable.