Senior Contact Center Operations Analyst

1 week 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 our contact center performance to ensure exceptional service delivery.

Key Responsibilities
  • Develop and deploy advanced data analysis methods to derive meaningful 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.
  • Ad hoc tool development to support operational and underserved analytical areas.
  • Learning emerging technologies and systems of need for company initiatives.
  • Activities to support team communication and strategy implementation (meetings, etc.).
  • 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 recognize the unique skills and experiences of active military service members, their spouses, and veteran candidates, and we are committed to providing a career path that allows them to continue making a difference for our country.

Compensation

Maximus compensation is based on various factors, including job location, education, training, experience, and external market and internal value analysis. Annual salary is just one component of our total compensation package, which includes short- and long-term incentives, program-specific awards, and a variety of benefits.

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