Call Center Operations Analyst

Join our dynamic team as an Operations Analyst in the Membership and Insurance Service Call Center. with a specialty in memberships and insurance services. In this role, you'll harness data driven insights to optimize and enhance our service delivery within a bustling call center setting.

The role is remote and scheduled Tuesday through Saturday from 10:45 a.m. to 7:15 p.m. Saturday shifts are mandatory and run from 8:45 a.m. to 5:15 p.m.

What You'll Do:

Best Practices: Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services

Database Management: Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports

Service Enhancement: Spearhead programs to uplift service delivery, member benefits, and performance

Analyze workforce management data (forecasting, scheduling, and real-time performance) to identify trends, risks, and opportunities that impact service levels and operational efficiency.

Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and

customer experience.

Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations.

Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels.

Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations.

Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals.

Identify opportunities to improve workforce management processes, tools, and reporting automation.

Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making.

Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments.

Reporting: Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions

Continuous Improvement: Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards

Cross-Functional Collaboration: Engage with different business units and external vendors on projects, ensuring cohesive operational alignment

Communication: Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

What You'll Need:

Proficient in Genesys Cloud (GCX) Workforce Management, to support contact center operations, capacity planning, intraday management, and performance monitoring/reporting ​