Workforce Management Analyst

Dexian; San Diego (CA); Remote; USD 55,104 - 61,992; Full time

Job summary

A staffing and IT solutions provider is seeking a Support Operations Analyst IV to join their fast-paced Customer Success organization. The role involves monitoring contact center performance, providing insights on key KPIs, and conducting analysis to guide operational decisions. Candidates should have 3-5 years of experience in contact center operations and familiarity with analytics tools like Tableau or Power BI. Competitive pay structure ranging from $40.00/hr to $45.00/hr, based on skills and experience.

Qualifications

• 3-5 years of experience in contact center operations or related fields.
• Strong knowledge of contact center KPIs and performance metrics.
• Ability to use analytics tools for data visualization and insights.

Responsibilities

• Monitor real-time and intraday contact center performance.
• Provide insights on key performance indicators (KPIs).
• Conduct root-cause analysis for operational decisions.

Skills

Contact center operations experience

Data translation into insights

Strong communication skills

Analytical mindset

Tools

Amazon Connect

Tableau

Power BI

Job description

This range is provided by Dexian. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$40.00/hr - $45.00/hr

Direct message the job poster from Dexian

IN THE BUSINESS FOR GOOD! Hiring for Top Banking & Financial Clients in US. 2X President Club Winner

About the Role:

We are looking for a data‑driven Support Operations Analyst IV to join a fast‑paced Customer Success organization. In this role, you will own intraday contact center performance analytics, translate complex operational data into clear insights, and influence business decisions that directly impact customer experience and service delivery.

What You’ll Do

• Monitor and analyze real‑time and intraday contact center performance across multiple queues and channels.
• Provide current and trended insights on key KPIs including Service Level, ASA, AHT, and Abandonment.
• Conduct root‑cause analysis and develop forecasted outcome scenarios to guide operational decisions.
• Lead short‑term and medium‑term performance optimization initiatives.

What We’re Looking For

• 3–5 years of experience in contact center operations, real‑time, intraday, or performance analytics roles.
• Strong knowledge of contact center KPIs and queue management.
• Experience with contact center platforms such as Amazon Connect, Genesys, NICE, Five9, Talkdesk, or similar.
• Experience using analytics and visualization tools such as Grafana, Tableau, Power BI, or Looker.
• Ability to translate data into actionable business insights.
• Strong communication, executive presence, and stakeholder management skills.

Apply right away for consideration

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority‑owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game‑changing results that help everyone achieve their ambitions and goals.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.