Senior IT Call Center Analytics Lead

Koniag Services, Inc.

Nashville (TN)

On-site

USD 95,000 - 125,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401K match

Paid time off

Flexible spending accounts

Job summary

Koniag Services, Inc. in Nashville, TN, seeks a Senior Operations Analyst to lead performance analysis, process improvement, and data-driven decision support for the IT Call Center serving government clients.

The ideal candidate has deep experience in call center or service operations analysis, excels at dashboards and reporting, and can translate complex data into strategic recommendations for program leadership and stakeholders. Security clearance may be required.

Qualifications

Bachelor's degree in a related field from an accredited college or university.
7+ years of experience in an operations analysis or IT service operations support role.
Proven experience designing and maintaining advanced performance dashboards and reporting frameworks.
Experience leading process improvement initiatives within SLA-driven IT service environments.
Experience working within a federal government contracting environment.

Responsibilities

Lead end-to-end development and continuous improvement of the performance measurement and reporting framework for the IT Call Center program.
Design and maintain advanced dashboards, scorecards, and reports for real-time visibility into call center performance.
Conduct deep-dive analyses of call center data and translate findings into actionable recommendations.
Prepare and QA customer-facing analytical deliverables including monthly/quarterly reports and executive briefs.
Lead process improvement initiatives using Lean, Six Sigma, or ITIL frameworks.