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ASK Consulting · 3 days ago

Contact Center/Call Center Operations Analyst

San Diego, CA

Contract

Hybrid

Mid Level

$40/hr - $45.74/hr

3+ years exp

ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. They are seeking a Support Operations Analyst IV to analyze contact center service level performance, generate insights and recommendations, and communicate effectively with leaders and partners.

Human ResourcesRecruitingStaffing Agency

No H1B

Hiring Manager

Prakash Kolipaka

Responsibilities

Leverage existing tools to inform the business on the current state of issues impacting Customer Success, and the status (both current and trended) of key performance indicators for contact queues to a variety of stakeholders

Develop insights and ad-hoc analyses to understand root causes, develop forecasted outcomes, and meet business needs intraday

Lead cross-functional initiatives to optimize performance for the near term, short term, and medium term time horizons

Effectively communicate and interact with Sr Leadership to create awareness on any relevant root causes and build confidence in intraday efforts to reach effective business solutions

Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

Qualification

Contact Center operationsQueue management systemsKey Performance IndicatorsData analyticsNavigating ambiguityInterpersonal skillsIndependent work

Required

All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted

We are unable to provide sponsorship at this moment

3-5 years experience with Contact Center operations

Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)

Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)

Strong interpersonal skills and ability to work well in dynamic & matrix team environments

Experience with analytics to understand, manipulate and report data in an impactful way

Ability to work independently and navigate ambiguity

Flexibility with work schedule to cover business hours is a must (Including weekends/holidays)