Description
The Senior Call Center Operations Analyst monitors real-time call-center performance, service levels, staffing, and consultant adherence; coordinates corrective actions with floor supervisors; prepares end-of-day performance reports; and partners with operations management to improve productivity and utilization. The role requires at least one year of call-center experience, basic Excel and KPI knowledge, strong communication skills, a high school diploma or GED, and flexibility to work in a 24/7 environment including GY shifts, weekends, holidays, and overtime.
