Omnidian · 6 hours ago

Senior Operations Analyst

United States

Full-time

Remote

Senior Level

$120K/yr - $120K/yr

7+ years exp

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Responsibilities

Partner with operations/business teams to consult, develop and implement KPI's, automated reporting/process solutions, and process improvements to meet business needs

Proactively analyze operational data to identify trends, risks, and opportunities for improved operational efficiency, specifically in contact center operations and back office operational processes

Translate business needs into clear analytical requirements

Prioritize projects and initiatives based on potential impact and alignment with strategic goals

Effectively communicate findings and recommendations to stakeholders at all levels, including executive leadership

Build strong relationships with stakeholders across the business (including other departments like Product, Marketing, Sales, and Client Success) to foster a data-driven culture

Support data quality and accuracy through collaboration and partnership with the Data Management team

Lead the development and implementation of key performance indicators (KPIs) for operational teams

Own the design, development and maintenance of new and existing reports, dashboards, and visualizations which are focused on driving efficiency within the business via analysis, metrics and reporting dashboards

Leverage advanced analytical techniques to identify trends, patterns, and insights

Conduct research and analysis to support strategic planning and decision-making related to operations

Develop data-driven narratives and presentations to communicate complex information effectively

Stay informed about industry trends and best practices in operational analytics

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.

Business Intelligence toolsSQL queriesDatabricksStatistical analysisExcelGoogle SheetsClient Facing conceptsKPI developmentData-driven decision-makingOperational efficiencyEnergy industry experienceSigmaAnalytical project management

Required

Experience preparing and communicating analytical insights to senior management

Proven ability to lead and manage analytical projects

7+ years experience with Business Intelligence tools

5+ years of experience with Customer and Client Facing concepts, e.g., forecasting, planning, Service Level Agreements, and Operations Efficiency metrics such as Time to Resolution, Turn Around Time, First Contact Resolution etc

4+ years experience writing, updating, and optimizing SQL queries

3+ years experience with Databricks or similar Data Lake / Warehouse tools (e.g., Snowflake, Bigquery, Redshift)

Experience with statistical analysis and modeling techniques

Proficiency in Excel & Google Sheets