Ops Analytics Analyst – IT Call Center (Govt)

Koniag Services, Inc.; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Paid holidays

Paid time off

Job summary

Koniag Services Inc. seeks a Mid-Level Operations Analyst to support the IT Call Center serving government clients in Nashville, TN.

You will analyze data, develop reports, and drive continuous improvement, working with the Operations Manager and leadership to deliver data-driven insights and contractual reporting. Responsibilities include dashboard development, performance monitoring, executive briefs, SOP maintenance, and collaboration across shifts to ensure data accuracy and timely

Qualifications

• Bachelor's degree in a related field and 3+ years in operations/data analysis.
• Experience building dashboards and reports for management or customers.
• Experience in SLA-driven service delivery environments.
• Ability to obtain/maintain government security clearance if required.

Responsibilities

• Collect, organize, and analyze call center operational data (volumes, trends, SLA).
• Design and maintain dashboards, scorecards, and recurring reports.
• Monitor performance metrics and present findings with recommendations.
• Prepare monthly/quarterly performance reports and executive briefings.
• Lead process-improvement initiatives and maintain SOPs and knowledge bases.
• Collaborate with supervisors and Operations Manager to ensure data accuracy.
• Manage action items, risk registers, and issue trackers with timely resolution.
• Support workforce management analyses and capacity planning.
• Mentor junior analysts and respond to ad hoc data requests.

Skills

Data analysis

Data visualization

Excel (pivot tables)

Power BI/Tableau

Strong communication

Analytical mindset

Project management

SOPs / documentation

QA and process improvement

Education

Bachelor's degree in Business Administration

Bachelor's degree in Information Technology

Bachelor's degree in Operations Management

Bachelor's degree in Data Analytics

Tools

ServiceNow

Remedy

Jira

Job description

Koniag Services Inc. seeks a Mid-Level Operations Analyst to support the IT Call Center serving government clients in Nashville, TN.

You will analyze data, develop reports, and drive continuous improvement, working with the Operations Manager and leadership to deliver data-driven insights and contractual reporting. Responsibilities include dashboard development, performance monitoring, executive briefs, SOP maintenance, and collaboration across shifts to ensure data accuracy and timely