Senior Contact Center Analytics & Operations Lead (Hybrid)

Massachusetts Department of Public Health; Boston (MA); Hybrid; USD 80,000 - 118,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Commonwealth of Massachusetts - Department of Workforce Development is seeking a Management Analyst III to lead senior-level analysis, reporting, and performance analytics for its Contact Center operations. The role focuses on improving service delivery, workforce utilization, and customer experience through data-driven insights.

The position requires at least four years of related experience or substitutions, and offers a path to enhanced operational performance within a large state agency.

Qualifications

• Four years of professional experience in work simplification, management analysis, or related fields.
• Degree substitutions can reduce required experience per policy.
• Educational substitutions allowed for up to three years of experience.

Responsibilities

• Provide senior-level operational support and business analysis for Contact Center operations.
• Develop dashboards, reports, metrics, and executive summaries.
• Analyze workflows, staffing, workload, and performance indicators to identify improvements.
• Collaborate with leadership and IT to document requirements and support system enhancements.
• Coordinate project tasks, timelines, and status updates.

Skills

Management analysis

Operations analytics

Data reporting

Process improvement

Education

Bachelor's degree in business/public administration

Graduate degree in business/public administration

Tools

Excel

BI tools

Job description

Commonwealth of Massachusetts - Department of Workforce Development is seeking a Management Analyst III to lead senior-level analysis, reporting, and performance analytics for its Contact Center operations. The role focuses on improving service delivery, workforce utilization, and customer experience through data-driven insights.

The position requires at least four years of related experience or substitutions, and offers a path to enhanced operational performance within a large state agency.