About the role

What you’ll do

• Analyze contact-center performance and operational data
• Support workforce management and vendor management activities
• Support technology readiness for customer contact operations
• Identify trends and root causes in operational metrics
• Translate findings into actionable business recommendations
• Drive operational improvements that strengthen customer and employee experience

What you’ll need

• 5+ years of relevant experience in contact center operations, workforce management, business/data analytics, vendor management, technology support, or related business operations
• Bachelor's degree in Accounting, Business, Economics, Finance, or a related discipline
• Strong understanding of contact center performance metrics including service level, ASA, AHT, adherence, abandonment, call volume, staffing, and queue performance
• Proficiency with Microsoft Excel and Power BI
• Demonstrated ability to analyze operational data, identify trends and root causes, and translate findings into actionable recommendations
• Strong communication skills and ability to work collaboratively across functions and influence without direct authority

Original job description