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Senior Contact Center Operations Analyst

2 months ago

Memphis, Tennessee, United States MAXIMUS Full time
About the Role

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

Key Responsibilities
  • Develop and deploy advanced data analysis methods to derive meaningful insights for stakeholders and business partners.
  • Function as a point of contact for data and analytical usage across multiple projects, guiding operational partners on product performance and solution improvement options.
  • Analyze extracted data, identify trends, and provide actionable insights on operations and project data.
  • Develop and implement new metrics, functions, and scripts as needed to support KPIs.
  • 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 analytical areas, and stay up-to-date with emerging technologies and systems.
  • Support team communication and strategy implementation, and participate in 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 of active military service members, their spouses, and veteran candidates, and we are proud to provide career opportunities for those who have served.

Compensation

Maximus compensation is based on various factors, including job location, education, experience, and external market analysis. Annual salary is just one component of our total compensation package, which includes short- and long-term incentives, benefits, and rewards.