Customer Service Operations Analyst

Job Summary

A company is looking for a Customer Service Systems Ops Analyst.

Key Responsibilities

• Participate in the design and implementation of performance standards and monitor customer contact drivers
• Support Telephony and IVR systems, ensuring consistent performance and accurate hours of operation
• Collaborate with leadership to evaluate training needs and share insights on customer service quality and efficiency

Required Qualifications

• Intermediate knowledge of Microsoft Office software (Word, Excel, Outlook, PowerPoint)
• Familiarity with Salesforce, Five9, and Qualtrics preferred
• Understanding of KPIs such as Service Levels and Average Handle Time
• Data analysis experience preferred
• Experience in Telephony and IVR support preferred