Support Operations Analyst

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking a Support Operations Analyst on a contract basis to support our Customer’s business needs. This role is hybrid (onsite 2 days a week) in San Diego, CA. Additional on-site days may be required during peak periods (Jan-April, Sept, Oct). Candidates must be willing to work weekends and flexible with OT requirements.


Responsibilities:

• Identifies project requirements by interviewing customers, analyzing operations, determining project scope, documenting results, and preparing customer contracts.
• Develops problem solutions by describing requirements, studying system capabilities, analyzing alternative solutions, preparing system specifications, and writing programs.
• Develops project estimates by identifying phases and elements, personnel requirements, and costs.
• Verifies results by completing tests.
• Prepares customers to use system by conducting training.
• Provides reference for customers by writing documentation; providing support and help.
• Maintains systems by researching and resolving problems; maintaining system integrity and security.
• Maintains quality service by establishing and enforcing organization standards.
• Prepares reports by collecting, analyzing, and summarizing information.
• Contributes to team effort by accomplishing related results as needed.

• 3-5 years’ experience with Contact Center operations
• Working knowledge of contact center queue management systems (Amazon Connect, Avaya, Interactive Intelligence, or contact center solutions) Working knowledge of contact center workforce management systems (Aspect eWFM, Nice IEX, etc.)
• Industry knowledge and experience managing contact center KPI’s (AHT, ABN, ASA, etc.)
• Strong interpersonal skills and ability to work well in dynamic & matrix team environment
• Experience with analytics to understand, manipulate and report data in an impactful way
• Ability to work independently and navigate ambiguity
• Flexibility with work schedule to cover business hours is a must (*including weekends/holidays)

• BS/BA
• 3-5 years experience in project management, program management, or business operations
• Familiarity with online project management & collaboration tools - SmartSheets, Atlassian, Google suite, LucidCharts, etc; can help teach & train teams how to use
• Communicates equally well with senior leaders, front-line employees and cross-functional groups, both verbally and in writing
• Data driven - uses methodologies, metrics, and analysis to plan and assess performance against business goals

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.