Operations Analyst II

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

📋 Description

• Evaluate and assess intricate operational processes within the contact center.

• Deliver insights driven by data pertaining to operational objectives, optimal practices, and training initiatives.

• Collaborate with team members and stakeholders to enhance contact center processes.

• Collect, analyze, and interpret data related to contact center functions and operations.

• Recognize areas of risk and compile reports for management and senior leadership.

• Assist in the development and execution of strategic business solutions through research and analysis of data or business processes.

• Identify opportunities for operational improvements and provide recommendations for corrective actions.

• Prepare analyses of financial and quality impacts along with final reports.

• Examine operational data insights to uncover opportunities for enhancement.

• Investigate process inefficiencies and propose strategies for improvement.

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

• Create and maintain dashboards to track contact center performance against organizational goals.

• Aid in documenting desktop procedures that reflect best practices, policies, and standards.

• Supply materials and insights for ongoing training programs within the contact center.

• Execute other assigned responsibilities.

⛳️ Requirements

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

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

• Preferred experience in a contact center setting, with a focus on data collection, analysis, and monitoring.

• Adherence to all policies and standards is mandatory.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• 401K retirement plan.

• Stock purchase program.

• Tuition reimbursement opportunities.

• Paid time off in addition to holidays.

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

• Additional incentives may be included in the overall compensation package.