Call Center Operations Analyst

Brookfield Properties-posted 10 days ago

Full-time • Mid Level

Charleston, SC

5,001-10,000 employees

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The Call Center Operations Analyst is responsible for supporting the performance, reporting, and optimization of our telephony and IVR platforms. This role bridges operations, IT, and business stakeholders to analyze workflows, identify pain points, and deliver actionable insights that improve agent performance, customer experience, and system efficiency. You’ll gather and interpret data, manage reporting tools, support technology initiatives, and ensure business needs are met with scalable solutions.

Partner with business and IT teams to define operational needs and translate them into technical requirements for enhancements, configurations, or IT support tickets.
Support the design and optimization of IVR configurations, call routing logic, and workflows to improve customer and agent experience.
Analyze telephony system performance and agent efficiency using operational data to identify trends and recommend process or system improvements.
Develop and maintain recurring dashboards and ad-hoc reports to track KPIs, uncover trends, and provide insights to business leaders.
Collaborate with IT to monitor data integrations and resolve technical issues affecting systems, reports, or platform performance.
Identify opportunities for automation, operational efficiency, and improved reporting strategies.
Facilitate discussions with stakeholders to understand business challenges, recommend solutions, and track progress through implementation.
Partner cross-functionally on system improvements, data integrations, and workflow enhancements driven by business needs.
Deliver accurate and timely reporting on telephony and IVR performance metrics.
Provide actionable insights that improve call handling efficiency, agent performance, and customer satisfaction.
Monitor and analyze call volume, service levels, and cost-per-call trends to identify opportunities for process and cost optimization.
Partner with leadership to develop and track KPIs that measure operational effectiveness and service delivery improvements.
Drive cross-departmental initiatives that enhance system reliability, reduce manual work, and streamline workflows.
Demonstrate measurable impact through data-informed recommendations that improve response times, resource allocation, and customer outcomes.
Maintain consistent follow-through and accountability in managing deliverables and communicating progress to stakeholders.

4+ years of experience analyzing operational workflows and system data in a fast-paced, multi-department environment.
Strong understanding of telephony systems (Five9 or similar) and call center operations.
Excellent communication skills with the ability to convey complex data and insights to technical and non-technical audiences.
Exceptional attention to detail, organizational skills, and ability to manage multiple projects simultaneously.
Skilled in creating and interpreting performance dashboards and reports (Excel, Power BI, or equivalent).
Strong critical thinking and problem-solving abilities; proactive in identifying gaps and recommending solutions.
Comfortable collaborating cross-functionally with Operations, IT, HR, and leadership.
Ability to work with professionalism, confidentiality, and independence.

Familiarity with real estate, property management, or customer service operations is preferred.

immediate 5% match on the 401(k) plan
wellness credits that significantly reduce the employee cost for health care coverage
up to 160 hours of PTO per year for full time employees

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