What are the responsibilities and job description for the Contact Center Operational Strategy Analyst Local candidate position at Ampstek?
Position-: Contact Center Operational Strategy Analyst
Location-: Hartford CT Need Local only
Core responsibility
Drive modernizing contact center using data-driven insights and by collaborating cross-functionally with IT, Operations, Compliance, and Customer experience teams and come up with innovative solutioning ideas which can be transformed to a futuristic solution
Focus areas:
• Operational analytics
• Deep analysis on generated insights with using Google Insights
• Process optimization
• CX and compliance awareness
Skills or Job requirements:
• Highly analytical and proactive data Insights and optimization analyst
• Mine operational data to identify inefficiencies and leads process improvements
• Develop dashboards and reports to communicate insights to leadership and frontline managers.
• Monitor KPIs across regions and teams to support performance management and continuous improvement.
• Collaborate with IT and operations to design and implement process improvements.
• Track and report on the impact of changes to ensure measurable value.
• Define processes and standards for Contact center data governance and quality monitoring
• Support change management efforts for new tools, policies, or workflows.
Qualifications:
• Bachelor's degree in business, Data Analytics, Operations, or related field.
• 8 years of total experience in the IT industry with 3 years of experience in contact center analytics or operations, preferably in healthcare or insurance.
• Proficiency in data tools (Excel, SQL, BigQuery, Power BI/Tableau).
• Familiarity with contact center platforms (e.g., Genesys, NICE, Five9) and CRM systems (Salesforce, Pega).
• Understanding of healthcare regulations (e.g., HIPAA) and compliance frameworks.
Strong communication and stakeholder engagement skills
Salary : $100,000 - $140,000
