Contact Center Operations Analyst

We are seeking highly skilled operational analytics professional to support and scale customer support and contact center operations. This role sits at the intersection of data management, operational analytics, and process optimization, with a strong emphasis on SQL-driven analysis and practical, actionable insights.

The ideal candidate brings hands-on experience working with customer support and contact center data, understands how operational metrics reflect real-world workflows, and can translate complex data into clear recommendations that improve efficiency, quality, and customer experience.

Operational Data Management:

• Capture, structure, validate, and maintain data across the customer support ecosystem, including contact center platforms, workflow tools, quality systems, and CRM environments.
• Ensure high data integrity, accuracy, and accessibility to support reporting and advanced analytics use cases.
• Maintain clear data documentation and definitions aligned with internal data governance standards.
• Partner with stakeholders to ensure consistent metric definitions and reliable data pipelines.

Operational Analytics & Reporting:

• Build and maintain operational dashboards and recurring reports covering key customer support metrics such as:
o Handle time
o Resolution time
o SLA performance
o First contact resolution
o Backlog trends
o Customer effort
o Escalation and defect drivers
• Perform ad hoc and on demand deep dives into emerging trends, agent and queue performance, and quality indicators.
• Deliver narrative insights that explain why performance is changing, highlight root causes, and surface actionable opportunities.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Strong hands on expertise with SQL (this is the most critical skill for the role).
• Direct experience working with contact center or customer support data.
• Proven ability to build operational reports and translate data into business insights.
• Experience working with complex, multi source operational datasets.
• Strong communication skills with the ability to explain technical findings to non technical stakeholders.
• Experience with Salesforce Service Cloud or similar CRM platforms.
• 5+ years of experience

• Python experience for analysis, automation, or modeling (a plus, not required).
• Background in workforce planning, forecasting, or capacity modeling.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.