Operations Analyst

Health, dental, vision, and life insurance as well as paid sick days and company holidays Employer-matched 401K after 1 year Listed in Inc. 5000's Fastest Growing Private Companies in America for 9 consecutive years and inducted into the Inc. Hall of Fame in 2018 Employee Assistance Programs 750+ locations in 43 states employing 2,600+ employees Verizon Sales discounts, sales contests, and incentives Opportunity for growth and advancement through training Community involvement opportunities What will you do in your role? The Operations Analyst plays a vital role in supporting the efficiency and performance of the TeleSales departments at Russell Cellular. This role focuses on systems support, workforce management, data reporting, sales team enablement, and recognition efforts, all aimed at helping the team function at its best. We’re looking for someone with strong experience in call centers and/or sales team environments, who understands how to support frontline teams through data, tools, and process improvements. This position will require you to work onsite 5 days a week. Key Responsibilities Troubleshooting & Systems Support Assist frontline team members with troubleshooting systems, tools, and equipment issues Act as a liaison with the IT team when technical issues need escalation or resolution Track and communicate site-wide outages and issues Maintain accurate equipment inventory records and ensure accountability Support the TeleSales team by managing and optimizing lead tracking and sales data Create, update, and improve reporting for key sales performance metrics Assist the team in building and maintaining accurate, professional sales quotes Identify opportunities to streamline data workflows and reduce administrative tasks for the sales team Deploy AI-driven call monitoring to evaluate customer interactions and deliver targeted feedback at scale. Analyze WFM data and performance metrics to drive strategic staffing decisions that directly increase sales conversion rates. Recognition & Team Engagement Maintain and coordinate site recognition programs (daily, weekly, monthly, quarterly) Support the planning and execution of employee recognition events and initiatives What You Bring to the Team Experience working in a call center or sales support environment (required) Strong organizational and communication skills Comfort with data systems, reporting tools (e.g., Excel, Google Sheets), and internal platforms A proactive, solution-focused mindset with attention to detail Ability to work cross-functionally with departments such as IT, Human Resources, and Reporting. Proven ability to operate as a true individual contributor, managing solo workflows with minimal reliance on team consensus. Russell Cellular is a Verizon Authorized Retailer that has been in business since 1993. We are a part of Verizon's Big 6 program and was awarded Verizon Wireless Partner of the Year for 2018. With over 750 locations, in 43 states, and 2,600 plus employees, our mission is to provide the best wireless experience to every customer, every time. Come and join us and be a part of the Russell Cellular success! Equal Opportunity Employer Statement Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time. #J-18808-Ljbffr