Operations Analyst II

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Lead the evaluation and analysis of intricate contact center operational processes.

• Deliver data-driven insights concerning operational targets, best practices, and training initiatives.

• Collect, analyze, and interpret contact center data and operational processes to pinpoint risk areas and generate management reports.

• Assist in the creation and execution of strategic business solutions through data and business process research and analysis.

• Identify opportunities for operational enhancements and provide recommendations for remediation, including financial and quality impact assessments.

• Analyze operational data insights to uncover opportunities for operational improvements.

• Aid in analyzing process inefficiencies and designing enhancements for contact center processes.

• Inform operations users regarding business system defects and issues, offering short-term solutions.

• Create and sustain dashboards that evaluate contact center performance against enterprise objectives.

• Support the implementation of desktop procedure documentation for best practices, policies, and standards.

• Provide materials and insights for ongoing contact center training programs.

• Execute other responsibilities as assigned.

⛳️ Requirements

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

• Bachelor's degree and 2–4 years of relevant experience, or equivalent experience acquired through applicable knowledge, duties, scope, and skills.

• Experience in a contact center is preferred, with a focus on collecting, analyzing, and monitoring data.

• Ability to gather, analyze, and interpret contact center data and operational processes.

• Capability to develop and maintain operational dashboards.

• Must adhere to all policies and standards.

🏝️ Benefits

• Competitive pay.

• Health insurance.

• 401K plan.

• Stock purchase plans.

• Tuition reimbursement.

• Paid time off in addition to holidays.

• Flexible work arrangements including remote, hybrid, field, or office schedules.

• Total compensation may encompass additional forms of incentives.