Operations Data Analyst - Call Center Performance Insights

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

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.