Operations Analyst

Driving the review and analysis of complex contact center operational processes, the full-time Operations Analyst will gather and interpret data to provide insights for operational improvements and support training programs, working remotely within the continental United States. Key responsibilities Gathers, analyzes, and interprets contact center data to identify risk areas and prepare reports for management Supports the development and implementation of strategic business solutions through research and analysis of data and operational processes Identifies operational improvement opportunities and prepares financial and quality impact analyses Required qualifications Bachelor's degree and 2 - 4 years of related experience, or equivalent experience Experience working in a contact center with expertise in data collection, analysis, and monitoring preferred Proficiency in developing and maintaining operational performance dashboards Ability to assist in the implementation of best practices and training materials Experience in preparing reports and conducting preliminary analysis of operational data insights Experience: 3 years required