Call Center Operations Analyst

AAA • Costa Mesa, CA

1d • $64,500 - $86,100 • Remote

About The Position

Join our dynamic team as an Operations Analyst in the Membership and Insurance Service Call Center, with a specialty in memberships and insurance services. In this role, you'll harness data-driven insights to optimize and enhance our service delivery within a bustling call center setting. The role is remote and scheduled Tuesday through Saturday from 10:45 a.m. to 7:15 p.m. Saturday shifts are mandatory and run from 8:45 a.m. to 5:15 p.m.

Requirements

• Proficient in Genesys Cloud (GCX) Workforce Management, to support contact center operations, capacity planning, intraday management, and performance monitoring/reporting
• At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services
• Effective verbal and written communication
• Proficiency in Microsoft Office software products, including Outlook, Word, Excel and Access required
• Professional organizational and time management skills with the ability to multitask and meet project deadlines
• Demonstrated capability in project management and driving operational enhancements

Nice To Haves

• Additional computer software skills such MS Project and Publisher desired

Responsibilities

• Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services
• Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
• Spearhead programs to uplift service delivery, member benefits, and performance
• Analyze workforce management data (forecasting, scheduling, and real-time performance) to identify trends, risks, and opportunities that impact service levels and operational efficiency.
• Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience.
• Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations.
• Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels.
• Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations.
• Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals.
• Identify opportunities to improve workforce management processes, tools, and reporting automation.
• Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making.
• Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments.
• Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
• Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
• Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
• Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed