Contact Center Ops Support Analyst

DH Pace Company, Inc. is looking to hire a Contact Center Operations Support Analyst for our team in Olathe, KS. The Contact Center Operations Support Analyst plays an essential part in optimizing the Company’s Contact Center operations. This role combines expertise in Workforce Management, Reporting and Analytics, and Knowledge Management to enhance performance. It requires strong analytical skills, proficiency in data analysis, proactive problem-solving, and the ability to manage multiple priorities effectively.

Are you ready to make a significant impact in our Contact Center? We're looking for a passionate Operations Support Analyst who thrives on data and collaboration!

Job Duties include, but are not limited to:

• Forecast & Schedule: Manage labor resources to keep our Contact Center running smoothly.
• Dashboards & Reporting: Create custom dashboards to track KPIs and support data-driven decisions.
• Collaborate & Communicate: Work with various teams to align initiatives with operational needs.
• Maintain SOPs: Develop and uphold departmental Standard Operating Procedures.
• Change Management: Communicate upcoming initiatives or product changes to the Contact Center.
• Other duties as assigned.

What We’re Looking For:

• Education: Bachelor’s degree in business, Statistics, or a related field.
• Experience: At least 3 years in Workforce Management or contact center operations.
• Skills: Proficiency in WFM software, Excel, and strong communication skills.
• Multi-tasker: Ability to juggle priorities in a fast-paced environment.

Become part of a supportive and innovative team where your insights will drive performance and operational excellence. If you’re excited about optimizing processes and enhancing customer experiences, apply today!

Why DH Pace?
DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years! We have 50 US offices in 24 states with 2023 company-wide sales of $1 billion.

Benefit Summary:

• Medical, dental, and vision options: Available on the 1st day of the month following your start date!
• Paid time off plan: 13 days accrued annually during your 1st year; 16 days accrued during your 2nd year!
• Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
• Floating Holidays: Up to 2 floating holidays per year
• Competitive compensation: Including annual performance evaluations!
• 401k retirement plan: Including an employer match!
• Company paid: Life insurance, short-term disability, & long-term disability
• and more!

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire

DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)