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Operations Support Analyst

Motion Recruitment
San Diego, CA Full Time
POSTED ON 2/8/2025 CLOSED ON 5/7/2025

What are the responsibilities and job description for the Operations Support Analyst position at Motion Recruitment?

Hybrid - 2-days in San Diego, CA

Title : Support Operations Analyst III

Description :

  • Leverage contact center queue management systems tools to analyze and communicate the current state of key performance indicators for contact queues and associated expert performance across the network
  • Develop insights and ad-hoc analyses to understand forecasted outcomes and meet business needs intraday
  • Lead cross-functional initiatives to optimize performance
  • Effectively communicate and interact with Sr Leadership to create awareness on the current state and build confidence in intraday changes / efforts to reach effective business solutions
  • Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

Skills :

  • 3-5 years’ experience with analyzing 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
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