Operations Analyst II
Core
Analyzes contact center operational processes and data to establish targets, best practices, and training programs that support service, quality, and efficiency standards.
Role type
Operations Analyst
Builds
Operational improvement recommendations, dashboards, and process documentation
Domain
Contact Center Operations / Healthcare
Deliverable
dashboards & analysis
Required skills
Data analysis, process improvement, financial impact analysis, report writing, dashboard development, defect identification
Preferred skills
Contact center domain expertise, data collection and monitoring
Technologies
Business systems, dashboards
Responsibilities
Gather and analyze contact center data to identify risk areas; Develop and maintain performance dashboards; Identify operational improvement opportunities and prepare financial impact analysis; Support training program development; Document best practices and policies; Notify users of system defects and provide short-term resolutions
Seniority
Mid-level IC