Sr Customer Operations Analyst

Aflac, Incorporated•Columbus, GA

7d•$70,000 - $90,000•Onsite

About The Position

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. If you are looking for a flourishing career, there’s a home for you at Aflac.

Requirements

Strong analytical and problem-solving skills with the ability to interpret multiple datasets
Strong proficiency in reporting and visualization tools (e.g., excel, Power BI, Tableau, or similar)
Solid understanding of KPI design, metric governance, and performance management
Experience with staffing models, volume forecasting, and productivity analysis
Able to translate data into clear insights and recommendations for both technical and nontechnical audiences
Strong attention to detail and commitment to data accuracy and integrity
Effective communication and stakeholder management skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency in SQL, or similar data query tools
Bachelor’s degree in business, Analytics or related field
3+ years of workforce planning, data analysis, business intelligence or related field
Or an equivalent combination of education and experience

Nice To Haves

SQL Certification
Experience supporting Customer Operations, Customer Service, or Contact Center analytics

Responsibilities

Design, develop, and maintain recurring and ad hoc reports, dashboards, and key performance indicator (KPI) scorecards to monitor customer operations performance
Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources
Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls
Analyze staffing, workload, and volume trends to support capacity planning and forecasting
Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks
Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations
Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment
Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity
Identify automation opportunities to streamline reporting processes and improve data availability
Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation (managed by the CDO), ensuring adherence to Enterprise Data Governance policies
Perform other related duties as required

Benefits

medical coverage
dental coverage
vision coverage
prescription drug coverage
health care flexible spending
dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
annual bonuses
opportunity to purchase company stock
11 paid holidays
up to 20 days PTO
state-mandated sick leave
other leaves of absence