Senior Contact Center Operations Analyst
2 days ago
We are seeking a highly skilled and experienced Senior Contact Center Analyst to join our team at MAXIMUS. As a key member of our operations team, you will play a critical role in analyzing and optimizing the performance of our contact center operations 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 actionable 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.
- Stay up-to-date with emerging technologies and systems relevant to company initiatives.
- Support team communication and strategy implementation through meetings and project management activities.
- 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.
MAXIMUS is a leading provider of government services and solutions. We are committed to delivering exceptional service and value to our clients and customers. Our team is dedicated to making a positive impact in the lives of individuals and communities.
Compensation and BenefitsMAXIMUS offers a competitive compensation package, including annual salary, short- and long-term incentives, and a range of benefits. Compensation ranges may differ based on contract value, but will be commensurate with job duties and relevant work experience.
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