What are the responsibilities and job description for the Support Operations Analyst (Hybrid - San Diego, CA) position at The Mom Project?
Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.
We are seeking a Support Operations Analyst on a contract basis to support our Customer’s business needs. This role is hybrid in San Diego, CA.
Responsibilities
Perks are available through Mom Pay (Available upon completion of waiting period for eligible engagements)
Benefits: Medical, Dental, and 401k (no match)
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
We are seeking a Support Operations Analyst on a contract basis to support our Customer’s business needs. This role is hybrid in San Diego, CA.
Responsibilities
- Leverage existing tools to effectively communicate the current state of key performance indicators for contact queues and associated expert performance across the network
- 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)
- Effectively communicate and interact with Sr Leadership to create awareness on the current state and build confidence in intraday changes/efforts to reach effective business solutions.
- Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively.
- 3-5 years’ experience with Contact Center operations
- Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)
- Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)
- Strong interpersonal skills and ability to work well in dynamic/matrix team environments
- Experience with analytics to understand, manipulate, and report data in an impactful way
- Ability to work independently and navigate ambiguity
- Flexibility with work schedule to cover business hours is a must (*Including weekends/holidays*)
Perks are available through Mom Pay (Available upon completion of waiting period for eligible engagements)
Benefits: Medical, Dental, and 401k (no match)
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
