Operations Analyst (Mid level)

Role Overview The Operations Analyst will play a key role in supporting the operational health and performance of the IT Call Center program by analyzing data, identifying trends, developing reports, and supporting process improvement initiatives. This individual will work closely with the Call Center Operations Manager and program leadership to provide data-driven insights that inform operational decisions and support contractual reporting requirements. What You Will Do Independently collect, organize, analyze, and interpret call center operational data, design and develop performance dashboards and reports, and proactively monitor daily, weekly, and monthly call center performance metrics. Why It Might Be a Fit The ideal candidate is an analytical and detail-driven professional with demonstrated experience in call center or IT service operations analysis, a strong command of data reporting and visualization tools, and a proven ability to translate operational data into actionable insights. Requirements Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university 3+ years of experience in an operations analysis, data analysis, or IT call center operations support role Demonstrated experience developing operational reports, performance dashboards, and data summaries for management or customer audiences Experience working within a structured, SLA-driven service delivery environment Benefits Competitive compensation Health, dental, and vision insurance 401K with company matching Flexible spending accounts Paid holidays Three weeks paid time off More #J-18808-Ljbffr Koniag Government Services