Hybrid Operations Analytics Consultant

AAA-The Auto Club Group; Detroit (MI); Hybrid; USD 67,000 - 120,000; Full time

Benefits offered by this job

AAA membership

Adoption assistance program

Job summary

AAA The Auto Club Group in Detroit is seeking a Direct Operations Support Consultant to monitor and improve the effectiveness of a department within a contact center. You will review operational data, develop improvement plans, and collaborate with department directors to implement changes that enhance performance.

The role requires 3+ years in contact center operations, strong project management, and proficiency with Excel, GCP, Tableau, Power BI, and SQL.

Qualifications

• Bachelor's degree in business administration, operations management, or a related field.
• At least 3 years of experience in contact center operations with reporting, workforce management, or program management experience.
• Strong project management skills and ability to coordinate across teams.
• Experience in a contact center environment with analytical capabilities.
• Excellent communication and interpersonal skills; able to present data clearly.
• Experience with reporting and program management tools such as Excel, GCP, Tableau, Power BI.
• SQL experience is required.
• Familiarity with speech analytics and workforce management tools is a plus.

Responsibilities

• Review operational data to identify areas for improvement.
• Formulate a game plan to address gaps in performance.
• Collaborate with department directors and stakeholders to implement changes.
• Ensure operational metrics are tracked and reported accurately.
• Identify opportunities for process improvement and drive changes across departments.
• Develop and maintain relationships with key stakeholders.
• Monitor performance of operational activities and adjust as needed.
• Use analytics to drive improvements and inform decisions.
• Communicate effectively with senior management and teams.
• Develop and maintain reporting strategies for data-driven decisions.

Skills

Project management

Communication

Interpersonal skills

Data analysis

Education

Bachelor's degree in business administration, operations management, or a related field

Tools

Excel

GCP

Tableau

Power BI

SQL

Job description

AAA The Auto Club Group in Detroit is seeking a Direct Operations Support Consultant to monitor and improve the effectiveness of a department within a contact center. You will review operational data, develop improvement plans, and collaborate with department directors to implement changes that enhance performance.

The role requires 3+ years in contact center operations, strong project management, and proficiency with Excel, GCP, Tableau, Power BI, and SQL.