Digital Operations Analyst I

Love's Travel Stops & Country Stores•Oklahoma City, OK

15h•Onsite

About The Position

Welcome to Love's! Our Customer Service team is looking for a Digital Operations Analyst I to support contact center operations through reporting, business process analysis, system configuration, testing, documentation, and continuous improvement initiatives. This role involves assisting with operational reporting, user acceptance testing, requirements gathering, workflow configuration, and issue resolution to advance business goals and improve both customer and employee experiences. This position requires onsite presence in Oklahoma City five days per week.

Requirements

High school diploma required
0-2 years of experience in reporting, analytics, contact center technology, automation, or related field.
Basic understanding of contact center operations, customer service processes, and business workflows.
Experience with reporting and data visualization tools such as Power BI, Tableau, or similar platforms.
Strong analytical, problem-solving, and critical thinking skills.
Ability to gather, organize, and document business requirements and process information.
Knowledge of testing methodologies, issue tracking, and quality assurance processes.
Process mapping, documentation, and continuous improvement skills.
Strong written, verbal, and interpersonal communication skills.
Ability to effectively collaborate with both business stakeholders and Technology teams.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Ability to learn new systems, processes, and technologies while following established standards and procedures.

Nice To Haves

Bachelor’s degree preferred
Equivalent combination of education, training, and experience may be considered
Prior exposure to customer service, help desk, or contact center operations preferred.
Experience with workflow configuration and business application support preferred.

Responsibilities

Create, maintain, and distribute operational reports, dashboards, scorecards, and performance metrics to support business decision-making.
Monitor data quality, reporting accuracy, and metric consistency; identify and communicate discrepancies to appropriate stakeholders.
Assist with testing, validation, and business acceptance of contact center workflows, IVR changes, and business system enhancements.
Gather, document, and maintain business requirements, process flows, and functional specifications for operational initiatives and system improvements.
Perform user acceptance testing (UAT), validate results, and document findings for system updates, releases, and enhancements.
Partner with Technology teams to support implementation activities, troubleshoot issues, and validate that system functionality meets business requirements.
Document operational processes, workflows, procedures, system configurations, and change impacts.
Research and resolve reporting, configuration, and application issues within established procedures, escalating when appropriate.
Collaborate with cross-functional business partners to identify opportunities for operational efficiencies and process improvements.
Support project activities through data analysis, documentation, stakeholder communication, testing, and implementation support.
Contribute to continuous improvement efforts that enhance operational performance, reporting visibility, and customer experience.
Perform other duties as assigned.