Operational Insights Specialist
About The Position
The Operational Insights Specialist is responsible for supporting daily contact center analytics and embedding generative AI tools into routine operational and reporting workflows. Applying foundational analytical skills and professional expertise, this role utilizes established AI models and prompt pipelines to process unstructured customer interaction data. You will work within defined frameworks to generate actionable reports on customer sentiment, agent performance, and operational trends for management review. Through routine data validation and prompt execution, you will help improve analytical efficiency and drive continuous service improvements across the department.
Requirements
- 2-3 years of experience in data analytics, business intelligence, or operational analysis, with active exposure to AI platforms or LLM workflows
- Practical experience utilizing top-tier AI models (e.g., Anthropic Claude, Google Gemini, OpenAI) and low-code/API automation tools for data processing
- Strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms
- Proficiency in SQL and data visualization tools (e.g., Tableau, Snowflake), with familiarity using scripting languages (Python or R) for data manipulation
- Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for departmental stakeholders
- Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field
Responsibilities
- Execute and monitor automated AI prompt pipelines to analyze daily contact center interaction logs, transcripts, and customer sentiment metrics
- Transform unstructured contact center data into structured summary metrics highlighting operational bottlenecks, agent performance, and emerging trends
- Maintain recurring visual dashboards, executive summaries, and performance scorecards using SQL and BI platforms like Tableau or Snowflake
- Partner with contact center management to identify manual reporting tasks and apply standard AI tools to streamline routine data collection
- Audit AI-generated outputs and apply prompt refinement frameworks to ensure high analytical accuracy and minimize model hallucinations
- Coordinate with IT and Data Engineering teams to support standard data pipeline maintenance and ensure secure AI integration practices
- Assist in documenting AI analytics workflows and support peer team members in adopting generative AI tools within daily analytical tasks
- Prepare and present routine trend analyses and respond promptly to ad hoc data requests from leadership to support operational decision-making
Benefits
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
