Operations Analyst (Mid level)

Koniag Government Services; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with matching

Flexible spending accounts

Paid holidays

Paid time off

Job summary

Koniag Government Services in Nashville, TN, is seeking an Operations Analyst to support the IT Call Center program by analyzing data, identifying trends, and delivering reports that inform operational decisions and contractual reporting.

You will collect and interpret call center data, develop performance dashboards, and monitor daily, weekly, and monthly metrics to drive continuous improvement.

Qualifications

• Bachelor's degree in related field from accredited college or university.
• 3+ years in operations analysis, data analysis, or IT call center operations support.
• Demonstrated experience developing operational reports, performance dashboards, and data summaries for management or customers.
• Experience in a structured, SLA-driven service delivery environment.

Responsibilities

• Independently collect, organize, analyze, and interpret call center operational data; design dashboards and reports.
• Proactively monitor daily, weekly, and monthly call center performance metrics.
• Support process improvement initiatives and provide data-driven insights for operational decisions.

Skills

Data analysis

Dashboard development

Reporting

Education

Bachelor's degree in Business Administration / IT or related field

Tools

SQL

Excel

Power BI

Job description

Role Overview

The Operations Analyst will play a key role in supporting the operational health and performance of the IT Call Center program by analyzing data, identifying trends, developing reports, and supporting process improvement initiatives. This individual will work closely with the Call Center Operations Manager and program leadership to provide data-driven insights that inform operational decisions and support contractual reporting requirements.

What You Will Do

Independently collect, organize, analyze, and interpret call center operational data, design and develop performance dashboards and reports, and proactively monitor daily, weekly, and monthly call center performance metrics.

Why It Might Be a Fit

The ideal candidate is an analytical and detail-driven professional with demonstrated experience in call center or IT service operations analysis, a strong command of data reporting and visualization tools, and a proven ability to translate operational data into actionable insights.

Requirements

• Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university
• 3+ years of experience in an operations analysis, data analysis, or IT call center operations support role
• Demonstrated experience developing operational reports, performance dashboards, and data summaries for management or customer audiences
• Experience working within a structured, SLA-driven service delivery environment

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• More