Loftware · 2 days ago

Operations Analyst

Portsmouth, NH

Full-time

Hybrid

Mid Level

3+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

Information ServicesInformation Technology

Hiring Manager

Sarah Sullivan

Insider Connection @Loftware

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Drive the systems, tools and process improvements across all Loftware’s technical support and professional services team.

Provide production support for current systems and tools (Salesforce, PSA, Five9, Qlik).

Manage and deliver projects upon requests from internal and external customers and stakeholders.

Create and maintain Salesforce reports and dashboards to monitor and measure operational performance and customer satisfaction.

Use BI tools (Qlik) to analyze and present data and insights.

Follow and promote the best practices of KCS (Knowledge centered support).

Understand KB content standard and edit KB articles to ensure quality and accuracy.

Use BI tools to examine and analyze operational data to identify patterns, uncover inefficiencies, and understand the impact on business performance.

Develop and implement data analyses, data collection systems, and other strategies that optimize statistical efficiency and quality.

Collaborate with management to prioritize business and information needs and translate them into operational requirements.

Design and maintain dashboards and reports that track key performance indicators (KPIs) and provide actionable insights.

Recommend operational adjustments and process improvements based on findings from data analysis.

Assist with the development and management of operational budgets, including variance analysis and forecasting.

Work closely with cross-functional teams to implement and monitor the effectiveness of operational changes.

Create and update documentation for operational processes and data management procedures.

Conduct cost-benefit analysis for proposed projects to determine the best course of action.

Ensure compliance with industry regulations and organizational policies when implementing changes.

Facilitate training sessions and workshops to improve the adoption of new systems and processes within the organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SalesforceConfigurationAdministrationIntegrationPSAFive9Customer contact centerWorkforce management toolsMS OfficeExcelPowerPointBI toolsQlikKCS methodologyDeadline managementCommunicationPresentationInterpersonalAnalyticalProblem-solvingMulti-taskingMeeting facilitationTeam coordinationTeam player listenerDriven