Specialist, Operational Analytics


Specialist, Operational Analytics


The Contact Center Performance Business Analyst will deliver analysis of contact center performance and customer satisfaction data in support of operational improvement initiatives.  This position works on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores.  The Business Analyst will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.


  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports.
  • Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools.  Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps. 
  • Develops key driver analysis, statistical linkages and calibration between metrics.
  • Coordinates data feeds with Operations to provide data for analysis.
  • Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation.
  • Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
  • Contributes to recommendation/initiative development based on results of analysis.
  • Develop updates to reflect current status of activities; monitors progress against action plans; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics.
  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands.  


  • Bachelor’s degree in related field from a four-year college or university with three to five years related experience.  MBA a plus
  • Advanced MS skills
  • Strong customer service disposition and sense of professionalism
  • Ability to organize and prioritize projects in a fast paced and deadline-oriented business development
  • Experience or exposure with statistical concept and applications, data analysis
  • Analytics background/experience
  • Six Sigma is a plus


  • Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
  • Strong organizational and project management skills.
  • Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
  • Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
  • Strong customer service orientation
  • Experience with contact centers, customer satisfaction data analysis is strongly preferred  
  • Experience with statistical concepts and applications
  • Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
  • Experience working in an emerging and rapidly changing environment.
  • Demonstrated ability to meet deadlines, even in a demanding and changing environment
  • Ability to travel periodically.
  • Experience with process consulting a plus.
  • Six Sigma certification a plus.
  • Must have proficiency with various software applications including email messaging application, Microsoft Word, Excel (including Pivot table / Power Pivot functionality) and PowerPoint.