Senior Customer Analytics & Operations Lead

DTLA Benefits; Columbus (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) plan

Annual bonus

Stock purchase plan

Paid holidays

PTO

Job summary

Aflac Columbus is seeking a Sr. Customer Operations Analyst to design and maintain reports, dashboards, and KPI scorecards that monitor customer operations performance in our Columbus PSA.

You will use SQL and BI tools to extract data from multiple sources, analyze staffing and volume trends, and deliver data-driven recommendations to operations leadership. This onsite role emphasizes accuracy, stakeholder management, and the ability to balance multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, Analytics or related field
• 3+ years of workforce planning, data analysis, business intelligence or related field
• Or an equivalent combination of education and experience
• SQL Certification
• Experience supporting Customer Operations, Customer Service, or Contact Center analytics

Responsibilities

• Design, develop, and maintain recurring and ad hoc reports, dashboards, and KPI scorecards to monitor customer operations performance
• Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources
• Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls
• Analyze staffing, workload, and volume trends to support capacity planning and forecasting
• Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks
• Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations
• Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment
• Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity
• Identify automation opportunities to streamline reporting processes and improve data availability
• Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation
• Perform other related duties as required

Skills

Strong analytical and problem-solving

Strong communication skills

Attention to detail

Stakeholder management

Multi-priority handling

Data-driven decision making

Education

Bachelor’s degree in business, Analytics or related field

3+ years of workforce planning, data analysis, BI or related field

SQL Certification

Tools

Excel

Power BI

Tableau

SQL

Job description

Aflac Columbus is seeking a Sr. Customer Operations Analyst to design and maintain reports, dashboards, and KPI scorecards that monitor customer operations performance in our Columbus PSA.

You will use SQL and BI tools to extract data from multiple sources, analyze staffing and volume trends, and deliver data-driven recommendations to operations leadership. This onsite role emphasizes accuracy, stakeholder management, and the ability to balance multiple priorities in a fast-paced environment.