Call Center Operations Analyst

Job description

Call Center Operations Analyst Join our dynamic team as an Operations Analyst in the Membership and Insurance Service Call Center. with a specialty in memberships and insurance services. In this role, you'll harness data driven insights to optimize and enhance our service delivery within a bustling call center setting. The role is remote and scheduled Tuesday through Saturday from 10:45 a.m. to 7:15 p.m. Saturday shifts are mandatory and run from 8:45 a.m. to 5:15 p.m. What You'll Do: Best Practices: Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services Database Management: Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports Service Enhancement: Spearhead programs to uplift service delivery, member benefits, and performance Analyze workforce management data (forecasting, scheduling, and real-time performance) to identify trends, risks, and opportunities that impact service levels and operational efficiency. Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve...