Senior Contact Center Operations & Analytics Analyst

Pyramid Consulting; Tucson (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading IT consulting firm is seeking a Senior Operations Analyst in Tucson, AZ to optimize contact center performance. This role emphasizes monitoring service levels, driving process improvements, and utilizing metrics for operational insights. The ideal candidate will have over 5 years in contact center operations and a bachelor's degree. Proficiency in Microsoft Office and experience with CRM tools are crucial for this position. Join us to enhance our customer experience across platforms.

Qualifications

• Proven history of driving operational excellence.
• 5+ years experience in contact center operations.
• Strong knowledge of metrics and reporting.

Responsibilities

• Monitor contact center queues and performance.
• Partner with teams for operational improvements.
• Create reporting utilities and management reports.

Skills

Operational excellence

Contact center operations

Data driven

Strong communication

Process improvements

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office suite

Avaya

SalesForce

Job description

A leading IT consulting firm is seeking a Senior Operations Analyst in Tucson, AZ to optimize contact center performance. This role emphasizes monitoring service levels, driving process improvements, and utilizing metrics for operational insights. The ideal candidate will have over 5 years in contact center operations and a bachelor's degree. Proficiency in Microsoft Office and experience with CRM tools are crucial for this position. Join us to enhance our customer experience across platforms.