Senior Contact Center Analyst

Description & Requirements Maximus is seeking an experienced and detail-oriented Senior Contact Center Analyst to join our team.

In this pivotal role, you will be responsible for analyzing and optimizing the performance of our contact center operations to ensure exceptional service delivery.

Your expertise in data analysis, process improvement, and reporting will be critical in driving the efficiency and effectiveness of our contact center, directly impacting customer satisfaction and operational success.

Essential Duties and Responsibilities : - Develop and deploy advanced methods to analyze operational data and derive meaningful, actionable insights for stakeholders and business development partners.

• Function as point of contact for data and analytical usage across multiple projects, and guide operational partners on product performance and solution improvement / maturity options.
• Analyze extracted data, identify trends and provide insights and analyses around operations and project data. - Develop and implement new metrics, functions, and scripts as KPIs as needed.
• Code to defined requirements to segment populations from large enterprise datasets, verify data accuracy, and output files per specifications.
• Create and maintain all documentation including obtaining and collecting artifacts as needed. - Ad hoc tool development to support operational and under served analytical areas.
• Learning emerging technologies and systems of need for company initiatives. - Activities to support team communication and strategy implementation (meetings, etc.

Project management activities. Due to Federal Requirements, US Citizenship is required

• Develop and deploy advanced methods to analyze operational data and derive meaningful, actionable insights for stakeholders and business development partners.
• Function as point of contact for data and analytical usage across multiple projects, and guide operational partners on product performance and solution improvement / maturity options.
• Analyze extracted data, identify trends and provide insights and analyses around operations and project data.
• Develop and implement new metrics, functions, and scripts as KPIs as needed.
• Code to defined requirements to segment populations from large enterprise datasets, verify data accuracy, and output files per specifications.
• Create and maintain all documentation including obtaining and collecting artifacts as needed.
• Ad hoc tool development to support operational and under served analytical areas.
• Learning emerging technologies and systems of need for company initiatives.
• Activities to support team communication and strategy implementation (meetings, etc.).
• Project management activities.
• Design, develop and maintain comprehensive reports and dashboards using tools such as Tableau, Power BI or similar tools, ensuring they align with business objectives.
• Perform in-depth analysis of large and complex datasets to identify trends, patterns and anomalies and provide actionable insights to drive business strategy.
• Design and implement QM systems that align with client standards and regulations.
• Integrate QM tools with existing client databases and software.
• Develop tools for tracking, analyzing, and reporting on service quality and compliance metrics.
• Automate quality assurance processes and compliance checks to increase efficiency.
• Customize QM systems to meet specific clients' needs.
• Develop training programs and materials for staff on using QM systems.
• Integrate data from various sources, including databases, CRM systems and external data feeds to create consolidated reports and dashboards
• Provide guidance and support to junior team members, sharing best paractices and foster a collaborative work environment.
• Identify opportunities for process improvements and automation within reporting and analytics workflows to enhance efficiency and accuracy.

Minimum Requirements - Bachelor's degree in related field. - 5-7 years of relevant professional experience required. - Equivalent combination of education and experience considered in lieu of degree.

EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards.

Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience.

An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position $ 66,900.00 Annual Base Pay Maximum for this Position $ 118,000.00 *