Call Center Operations Analyst

Auto Club Enterprises

Remote
Base: $64,500.00 - $86,100.00; bonus/equity: incen...
Fully remote
Genesys cloud workforce management
Workforce management data analysis
Service level variance analysis
Harness data-driven insights to optimize and enhance service delivery within a bustling call center setting

Job Summary

  • Harness data-driven insights to optimize and enhance service delivery within a bustling call center setting.
  • Analyze workforce management data to identify trends, risks, and opportunities that impact service levels and operational efficiency.
  • Auto Club Enterprises offers remarkable benefits including health coverage, 401(K) with company match and Pension, and tuition assistance.

Matching Summary

Harness data-driven insights to optimize and enhance service delivery within a bustling call center setting.

Salary

Base: $64,500.00 - $86,100.00; Bonus/Equity: Incentive program based upon performance; Benefits: Health coverage, 401(K) with match, Pension, Tuition assistance, PTO, Paid parental leave, Wellness programs, Employee discounts

Skills & Requirements

Must-have

  • Genesys Cloud Workforce Management
  • Workforce management data analysis
  • Service level variance analysis
  • Reporting dashboard creation
  • Process refinement and improvement

Nice-to-have

  • Cross-functional collaboration
  • Vendor engagement
  • Continuous improvement mindset

Key Requirements

  • 3+ years in business operations
  • Call center experience preferred
  • Proficiency in Microsoft Office Suite
  • Project management capability

Work Rights

Not specified

Tailored Resume

Cover Letter