What are the responsibilities and job description for the Operations Support Analyst position at Catapult Solutions Group?
Support Ops Analyst
Department: Technical Operations
Location: San Diego, CA (Hybrid Work Model)
About Our Client: A leading financial software company that provides innovative digital solutions for small businesses, self-employed individuals, and consumers. With a focus on empowering financial confidence, the company offers industry-leading products that simplify complex financial tasks and help customers achieve their goals.
Job Description
We are seeking a detail-oriented Support Ops Analyst to play a critical role in optimizing our contact center performance. In this position, you will be instrumental in analyzing, communicating, and improving key performance indicators across our customer support network.
The ideal candidate will leverage advanced analytics and communication skills to drive operational excellence. You'll work closely with senior leadership, translating complex data into actionable insights that enhance our customer support ecosystem.
Duties and Responsibilities
- Leverage existing tools to communicate the current state of key performance indicators for contact queues and expert performance
- Develop insights and ad-hoc analyses to understand forecasted outcomes and meet business needs intraday
- Lead cross-functional initiatives to optimize performance, both intraday and proactively
- Communicate effectively with Senior Leadership to create awareness and build confidence in operational changes
- Prioritize competing tasks, foster stakeholder buy-in, and manage multiple projects simultaneously
- Communicate project progress effectively and transparently
Required Experience/Skills
- 3-5 years of experience in Contact Center operations
- Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar)
- Industry knowledge of contact center Key Performance Indicators (AHT, Abandon Rate, ASA, SLAs)
- Strong interpersonal skills with ability to work in dynamic, matrix team environments
- Advanced analytical skills to understand, manipulate, and report data impactfully
- Ability to work independently and navigate ambiguity
- Flexibility to cover business hours, including weekends and holidays
Nice-to-Haves
- Previous experience in financial technology or customer support software industry
- Advanced data visualization skills
- Experience with Grafana dashboards
- Familiarity with Amazon Connect platform
Education: Bachelor's degree in Business, Analytics, Computer Science, or related field preferred
Pay & Benefits Summary
- Competitive hourly rate: $42-$44/hour
- Comprehensive health benefits
- 401(k) retirement plan
- Flexible working location policy
- Opportunities for professional development
Call-to-Action
Apply Now! Join our dynamic team and help us drive operational excellence!
Support | Operations | Analytics | Contact Center | Performance | Customer Support | Data Analysis
Salary : $42 - $44
