What are the responsibilities and job description for the Contact Center Operational Strategy Analyst- 8+ yrs- Hartford CT - Need local profiles only. position at iMedhas Consulting Services?
Job Details
JD:
Job: Contact Center Operational Strategy Analyst
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $50
