Operations Analyst II
Core
Drives review and analysis of complex contact center operational processes to provide data-driven insights for establishing targets, best practices, and training programs.
Role type
Operations Analyst
Builds
Operational improvements, dashboards, and training materials for contact center teams
Domain
Healthcare / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, process improvement, report writing, financial impact analysis, dashboard development, policy documentation
Preferred skills
Contact center experience, data collection and monitoring
Technologies
Business systems, dashboards
Responsibilities
Gather and analyze contact center data to identify risk areas; develop strategic business solutions through research; identify operational improvement opportunities; analyze process inefficiencies; maintain performance dashboards; support training program development; document best practices and policies.
Seniority
Mid-level, hands-on IC
