What are the responsibilities and job description for the Contact Center Operational Strategy Analyst position at Virtusa?
Title: Contact Center Operational Strategy Analyst
Location: Hartford, CT
Jd
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
Bachelors 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 eg Genesys NICE Five9 and CRM systems Salesforce Pega
Understanding of healthcare regulations eg HIPAA and compliance frameworks
Strong communication and stakeholder engagement skills
Location: Hartford, CT
Jd
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
Bachelors 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 eg Genesys NICE Five9 and CRM systems Salesforce Pega
Understanding of healthcare regulations eg HIPAA and compliance frameworks
Strong communication and stakeholder engagement skills
