Sr. Operations Analyst

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is seeking a Sr. Operations Analyst who will support several projects at a federal agency. The position is located in Woodlawn, MD. The qualified candidate should have strong analytical, problem-solving, and communication skills with sharp attention to detail.

As a Sr. Operations Analyst, you will use your advanced Excel, BI, and Reporting skills in conjunction with your sound understanding of call center operations, technologies, and metrics to solve problems that improve customer and employee experiences. The Operations Analyst will lead efforts in monitoring and optimizing call center operations. He/she will also interpret, design and develop appropriate analyses to identify and solve complex operational problems.

Responsibilities:

• Oversee development of primary operations reports, dashboards, and data visualizations as well as ad-hoc reports on a variety of Key Performance Indicators (KPIs) and Contact Center metrics.
• Analyzing data to identify trends, issues, and opportunities, and developing recommendations for improvement.
• Oversee reporting and analysis responsibilities for assigned areas of integrated Contact Center software solution including WFM forecasting and scheduling, quality monitoring, speech analytics, customer feedback, DPA and more.
• Participate in the design and implementation of new performance standards (as required).
• Demonstrate expert understanding in applying best contact center reporting practices.
• Evaluate and monitor customer contact drivers and report to contact center leadership.
• Collaborate with Contact Center leadership on reporting and dashboards requirements to drive meaningful performance data insights.
• Use KPI data to compile and track performance for all organizational levels within the contact center hierarchy (down to individual agent level reports).
• Collaborate with the Contact Center Leadership and Training partners to evaluate current and ongoing training needs based on quality monitoring data.
• Participate in training development programs for new and current teammates.
• Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with the customer service leadership team to improve the overall quality of contacts.
• Monitor intraday performance data across multiple channels.
• Participate in requirements gathering and application design discussions, UAT testing for various contact center applications whenever necessary.
• Participate in Agile scrum ceremonies to provide updates/input as required.
• Update all activities and task in Agility.
• Other duties as assigned.

Requirements

• Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization.
• Extensive data analysis experience required (5 years +).
• Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, actionable way.
• Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
• Ability to evaluate contact center processes, make recommendations on how to improve, and measure success
• Knowledge and experience with Agile project management methodologies
• Experience with project management tool (i.e – Agility, Jira, Microsoft Project, etc.)
• Extensive understanding of industry standards for NPS, CSAT, FCR, and customer survey data.
• Familiarity with KPIs such as Service Levels Average Handle Time, and Average Speed of Answer
• Extensive experience with multiple analytics and business intelligence tools (i.e. – Excel, Power BI, Power Query, VBA and Macros, Access, Tableau, MicroStrategy Visual Insight, etc.)
• Comprehensive knowledge and experience with call center metrics and best practices.
• Extensive knowledge of call center technologies (IVR, ACD, SVC/CBA, WFM, etc)

• Intermediate understanding of SQL, is required.
• Intermediate understanding of SS