Junior Operations Analyst: Call Center Analytics

Koniag Government Services; Nashville (TN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services is seeking a Junior Operations Analyst in Nashville, TN to support Call Center operations and performance reporting for government clients. You will collect data, build dashboards, and assist in process improvements.

The role emphasizes data-driven reporting, collaboration with leadership, and documentation of procedures in a fast-paced government services environment.

Qualifications

• Bachelor's degree in business/admin/related field or equivalent experience.
• 1+ years in operations, analytics, admin support, or call center.
• Ability to collect, organize, and present data clearly.

Responsibilities

• Collect, organize, and analyze call center data: volumes, trends, handle times, and SLA compliance.
• Develop and maintain performance dashboards and recurring reports for leadership.
• Monitor metrics, flag anomalies, and support improvement initiatives.
• Prepare customer-facing deliverables with accurate data and timely submissions.
• Support SOPs, knowledge base, and operational documentation upkeep.

Skills

Data analysis

Excel

PowerPoint

Power BI

Communication

Team collaboration

Documentation

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Microsoft Teams

SharePoint

Jira

Microsoft Project

Tableau

Power BI

Job description

Koniag Government Services is seeking a Junior Operations Analyst in Nashville, TN to support Call Center operations and performance reporting for government clients. You will collect data, build dashboards, and assist in process improvements.

The role emphasizes data-driven reporting, collaboration with leadership, and documentation of procedures in a fast-paced government services environment.