Dexian · 18 hours ago
Workforce Management Analyst
San Diego, CA
Contract
Onsite
Mid Level
$40/hr - $45/hr
3+ years expDexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees. They are seeking a data-driven Support Operations Analyst IV to monitor and analyze contact center performance, providing insights that influence business decisions and enhance customer experience.
ConsultingHuman ResourcesInformation TechnologyProfessional ServicesStaffing Agency
Hiring Manager
Twinkle Sharma
Responsibilities
Monitor and analyze real-time and intraday contact center performance across multiple queues and channels
Provide current and trended insights on key KPIs including Service Level, ASA, AHT, and Abandonment
Conduct root cause analysis and develop forecasted outcome scenarios to guide operational decisions
Lead short-term and medium-term performance optimization initiatives
Qualification
Required
3–5 years of experience in contact center operations, real-time, intraday, or performance analytics roles
Strong knowledge of contact center KPIs and queue management
Experience with contact center platforms such as Amazon Connect, Genesys, NICE, Five9, Talkdesk, or similar
Experience using analytics and visualization tools such as Grafana, Tableau, Power BI, or Looker
Ability to translate data into actionable business insights
Strong communication, executive presence, and stakeholder management skills
Company
Dexian
Dexian provides services for staffing, talent development, and consulting, with a focus on technology, finance, and project management.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mahfuz Ahmed
Chairman of the Board
Vikram Motiani
Managing Director
Recent News
2025-11-19
Company data provided by crunchbase