Business Operations Analyst I - Command Center
US-CO-Englewood
Attract-careers1
Req #: 98295
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: Candidates must be willing to participate in at least one in-person interview. The CXO Command Center requires a strategic thinker to solve the complex challenge of maintaining seamless customer experiences across diverse, high-volume communication channels. This role addresses operational bottlenecks by optimizing real-time traffic flow for call, chat, email, and social media platforms across both internal and outsourced global sites. By translating raw performance data into actionable executive insights, the Business Operations Analyst ensures the enterprise remains agile and responsive to shifting customer demands. What Success Looks Like (Objectives) * Achievement of optimal service levels through proactive, real-time monitoring and routing across all lines of business * Alignment of internal and outsourced partner performance with enterprise-wide KPIs and departmental OKRs * Execution of data-driven reporting structures that provide leadership with immediate visibility into interval, daily, and monthly operational trends * Implementation of AI-enhanced workforce management strategies to automate skill adjustments and improve forecasting precision * Evolution of departmental efficiency through the identification and execution of innovative procedural improvements and strategic projects Qualifications: Core Skills and Competencies (What you'll bring) * Advanced proficiency in workforce management applications and office productivity suites to synthesize complex operational datasets * Critical experience navigating the operational nuances of multi-site contact centers and managing outsourced vendor relationships * Analytical expertise in applying mathematical concepts, such as ratios and proportions, to practical performance scenarios and reporting * High-level communication skills and the professional presence required to provide direct support and guidance to executive leadership during critical events * AI Literacy and the ability to leverage automated tools or scripts (SQL/Python) to enhance data interpretation and workflow efficiency * Agility to manage high-pressure multitasking while maintaining strict adherence to standard operating procedures in a fast-paced environment Minimum Requirements * Minimum Education: Bachelor's Degree in Business, Analytics, or a related field * Minimum Experience: 2 years of experience in contact center operations or workforce management * Required Technical Skills: * High level of expertise in MS Office or Google Workspace * Experience with Workforce Management (WFM) software * Experience with multi-channel routing and queue management * Additional Qualifications * Professional proficiency in SQL and Python for advanced data analysis * Prior experience in a "Command Center" or real-time operations environment * Ability to work flexible hours including nights and weekends Visa sponsorship not available for this role
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