Contact Center Operations Analyst I

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assist in the evaluation and analysis of contact center operational processes.

• Deliver data-informed insights regarding operational objectives, best practices, and training initiatives.

• Collect, analyze, and interpret contact center data and operational processes for management reports.

• Recognize opportunities for operational enhancements and provide recommendations for corrective actions.

• Prepare analyses on financial and quality impacts along with comprehensive reports.

• Conduct preliminary assessments of testing outcomes and identify potential reasons for failures.

• Monitor operational processes, create dashboards, and assess opportunities for improvement.

• Inform contact center staff about process enhancement opportunities and offer immediate solutions.

• Create and sustain dashboards to evaluate operational performance and detect trends.

• Document best practices, policies, and standards within desktop procedures.

• Assist in ongoing training initiatives focused on service, quality, efficiency, and productivity.

• Carry out other responsibilities as assigned.

⛳️ Requirements

• Must have authorization to work in the U.S. without requiring employment-based visa sponsorship, now or in the future.

• Bachelor's degree with 0–2 years of relevant experience, or equivalent experience gained through applicable knowledge, duties, scope, and skills.

• Previous experience in a contact center with a focus on data collection, analysis, and monitoring is preferred.

• Adherence to all policies and standards is required.

🏝️ Benefits

• Health insurance.

• 401K plan.

• Stock purchase plans.

• Tuition reimbursement.

• Paid time off plus holidays.

• Flexible work arrangements with options for remote, hybrid, field, or office schedules.

• Competitive salary.

• Additional incentive programs may be included in total compensation, subject to eligibility.