Senior Contact Center Operations Analyst

2 weeks ago

Los Angeles, California, United States MAXIMUS Full time
About the Role

We are seeking a highly skilled Senior Contact Center Analyst to join our team at Maximus. As a key member of our operations team, you will be responsible for analyzing and optimizing the performance of our contact center operations to ensure exceptional service delivery.

Key Responsibilities
  • Develop and deploy advanced methods to analyze operational data and derive meaningful, actionable insights for stakeholders and business development partners.
  • Function as a point of contact for data and analytical usage across multiple projects, guiding operational partners on product performance and solution improvement/maturity options.
  • Analyze extracted data, identify trends, and provide insights and analyses around operations and project data.
  • Develop and implement new metrics, functions, and scripts as KPIs as needed.
  • Code to defined requirements to segment populations from large enterprise datasets, verify data accuracy, and output files per specifications.
  • Create and maintain all documentation, including obtaining and collecting artifacts as needed.
  • Develop ad hoc tools to support operational and underserved analytical areas.
  • Learn emerging technologies and systems of need for company initiatives.
  • Support team communication and strategy implementation, including meetings and project management activities.
Requirements
  • Bachelor's degree in a related field.
  • 5-7 years of relevant professional experience required.
  • Equivalent combination of education and experience considered in lieu of degree.
About Maximus

Maximus is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive workforce. We recognize the unique skills and experiences that active military service members, their spouses, and veteran candidates bring to our organization.

Compensation

Annual base pay for this position ranges from $66,900.00 to $118,000.00, depending on qualifications and experience. We offer a comprehensive benefits package, including health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.

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