Senior Operations & Analytics Analyst (Hybrid)

Commonwealth of Massachusetts; Boston (MA); Hybrid; USD 80,411 - 117,590; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

The Commonwealth of Massachusetts is seeking a Management Analyst III to support the Contact Center Operational Support and Analytics unit within the Department of Unemployment Assistance. You will perform senior-level analysis, develop dashboards, and provide data-driven insights to improve performance and customer experience.

Daily duties include reviewing workflows, measuring service levels, and coordinating with IT, vendors, and program managers to implement improvements and reporting tools.

Qualifications

• Four years of professional experience in management analysis or related fields.
• Experience with dashboards, reporting, and performance metrics.
• Strong collaboration and communication skills.
• Bachelor's degree substitutions allowed per policy, per substitution notes.

Responsibilities

• Provide senior-level operational analysis to improve contact center performance.
• Develop and maintain dashboards and executive reports.
• Collaborate with IT, vendors, and program managers to implement improvements.
• Document business needs and support system enhancements.

Skills

Senior-level analysis

Operational analytics

Reporting

Dashboard development

Education

Bachelor's degree in business administration or related field

Tools

Excel

Databases

BI tools

Job description

The Commonwealth of Massachusetts is seeking a Management Analyst III to support the Contact Center Operational Support and Analytics unit within the Department of Unemployment Assistance. You will perform senior-level analysis, develop dashboards, and provide data-driven insights to improve performance and customer experience.

Daily duties include reviewing workflows, measuring service levels, and coordinating with IT, vendors, and program managers to implement improvements and reporting tools.