Call Center Operations Analyst
United States
Full Time
1 hour ago
$64,500 - $86,100 USD
H1B Sponsor
Key skills
CloudProject ManagementCommunicationTime Management
About this role
Role Overview
- Oversee and update databases pertinent to memberships and insurance
- Spearhead programs to uplift service delivery and member benefits
- Direct and manage budget processes, ensuring accurate forecasting
- Research and implement best practices in service delivery
- Design and present management reports
- Lead initiatives to refine processes and ensure industry standard alignment
- Engage with business units and vendors for cohesive operational alignment
- Serve as communication link between the call center, vendors, and departments
Requirements
- Proficient in Genesys Cloud (GCX) Workforce Management
- At least 3 years in business operations, preferably in call center environments
- Effective verbal and written communication
- Proficiency in Microsoft Office products (Outlook, Word, Excel, Access)
- Additional software skills (MS Project, Publisher) desired
- Professional organizational and time management skills
- Demonstrated capability in project management
Tech Stack
- Cloud
Benefits
- Health coverage for medical, dental, vision
- 401(K) saving plans with company match AND Pension
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance, travel, entertainment, services and more!)