Call Center Operations Analyst

AAA

Operations Analyst optimizing service delivery in the Membership and Insurance Call Center. Leveraging data insights to enhance operational efficiency and improve customer experience.

Posted 6/5/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $64,500 - $86,100 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services
Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
Spearhead programs to uplift service delivery, member benefits, and performance
Analyze workforce management data 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 productivity and customer experience
Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations
Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels
Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations
Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals
Identify opportunities to improve workforce management processes, tools, and reporting automation
Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making
Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments
Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

Requirements

What you’ll need

Proficient in Genesys Cloud (GCX) Workforce Management
At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services
Effective verbal and written communication
Proficiency in Microsoft Office software products, including Outlook, Word, Excel and Access required
Additional computer software skills such MS Project and Publisher desired
Professional organizational and time management skills with the ability to multitask and meet project deadlines
Demonstrated capability in project management and driving operational enhancements

Benefits

Comp & perks

Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementdata analysisroot-cause analysisreporting automationproject managementperformance metricsstaffing recommendationsservice level analysisoperational efficiencyprocess improvement

Soft Skills

effective communicationorganizational skillstime managementmultitaskingcollaborationleadershippresentation skillsproblem-solvingstakeholder engagementstrategic decision-making