Operations Analysts examine the workings of an organization to offer solutions to problems and develop procedures for better decision-making. Generally, an operations analyst is tasked with evaluating and updating procedures, practices, and operations. The operations analyst is a key member of the operations team supporting data management, client reporting, trade processes, and problem resolution.
Responsibilities:
- Identifies project requirements by interviewing customers, analyzing operations, determining project scope, documenting results, and preparing customer contracts.
- Develops problem solutions by describing requirements, studying system capabilities, analyzing alternative solutions, preparing system specifications, and writing programs.
- Develops project estimates by identifying phases and elements, personnel requirements, and costs.
- Verifies results by completing tests.
- Prepares customers to use system by conducting training.
- Provides reference for customers by writing documentation; providing support and help.
- Maintains systems by researching and resolving problems; maintaining system integrity and security.
- Maintains quality service by establishing and enforcing organization standards.
- Prepares reports by collecting, analyzing, and summarizing information.
- Contributes to team effort by accomplishing related results as needed.
Qualifications
- 3-5 years' experience with Contact Center operations
- Working knowledge of contact center queue management systems (Amazon Connect, Avaya, Interactive Intelligence, or contact center solutions)
- Working knowledge of contact center workforce management systems (Aspect eWFM, Nice IEX, etc.)
- Industry knowledge and experience managing contact center KPI's (AHT, ABN, ASA, etc.)
- Strong interpersonal skills and ability to work well in dynamic & matrix team environment
- Experience with analytics to understand, manipulate and report data in an impactful way
- Ability to work independently and navigate ambiguity
- Flexibility with work schedule to cover business hours is a must (*Including weekends/holidays)
- Preferred Qualifications (not required) 3-5 years experience in project management, program management, or business operations
- Familiarity with online project management & collaboration tools - SmartSheets, Atlassian, Google suite, LucidCharts, etc; can help teach & train teams how to use
- Communicates equally well with senior leaders, front-line employees and cross-functional groups, both verbally and in writing
- Data driven - uses methodologies, metrics, and analysis to plan and assess performance against business goals
Hybrid role: typical onsite days are TUE and THU + any team days
Additional on-site days may be required during peak periods (Jan-April, Sept, Oct). Must be willing to work weekends and flexible with OT requirements.