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 based on data regarding operational goals, best practices, and training initiatives.

• Collect, analyze, and interpret contact center metrics and procedures to pinpoint areas of risk.

• Create reports for management and senior leadership teams.

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

• Identify opportunities for operational enhancements and provide recommendations for improvement.

• Conduct financial and quality impact analyses and prepare comprehensive reports.

• Examine inefficiencies in operational processes and propose improvement opportunities.

• Alert contact center operations personnel to business system defects and issues, offering short-term solutions.

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

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

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

• Execute other assigned duties as needed.

⛳️ Requirements

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

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

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

• Must adhere to all policies and standards.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• 401K retirement plan.

• Stock purchase plans available.

• Tuition reimbursement opportunities.

• Paid time off in addition to holidays.

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

• Additional incentive options may be included in total compensation.