Contact Center Operations Support Analyst

1 day ago


Olathe, Kansas, United States DH Pace Full time
Job Summary

DH Pace Company, Inc. is seeking a highly skilled Contact Center Operations Support Analyst to join our team in Olathe, KS. As a key member of our Contact Center operations team, you will play a crucial role in optimizing our operations and enhancing customer experiences.

Key Responsibilities
  • Manage labor resources to ensure seamless Contact Center operations
  • Create custom dashboards to track key performance indicators (KPIs) and support data-driven decision making
  • Develop and maintain knowledge management systems to ensure our team has access to the information they need to succeed
  • Collaborate with various teams to align initiatives with operational needs
  • Maintain Standard Operating Procedures (SOPs) and communicate changes to the Contact Center
Requirements
  • Bachelor's degree in business, statistics, or a related field
  • At least 3 years of experience in Workforce Management or contact center operations
  • Proficiency in WFM software, Excel, and strong communication skills
  • Ability to multitask in a fast-paced environment
What We Offer
  • Competitive compensation and annual performance evaluations
  • 401k retirement plan with employer match
  • Medical, dental, and vision options available on the 1st day of the month following your start date
  • Paid time off plan and paid holidays

DH Pace Company, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and detail-oriented individual with a passion for optimizing processes and enhancing customer experiences, we encourage you to apply today.



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