TL;DR

GBSG Real-Time Operations Senior Business Analyst: Analyzing and optimizing contact center service level performance with an accent on identifying root causes and driving cross-functional solutions. Focus on developing new operating mechanisms, effective communication with leadership, and autonomous operational adjustments.

Location: San Diego, California

Salary: $124,500 - $162,750 (Southern California Area)

Company

%hirify_global% is a global financial technology platform powering prosperity with products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

Leverage reporting tools to articulate Customer Success network's current state and contextualize key performance indicators.
Develop insights and ad-hoc analyses to understand root causes and quantify the impact of current trends.
Lead cross-functional initiatives to optimize performance across near, medium, and long-term horizons.
Create new operating mechanisms, reporting, and modeling to address nuanced problem spaces.
Effectively communicate complex problem spaces, impact, and paths to resolution to Senior Leadership.
Autonomously own intraday operational adjustments and configuration changes, optimizing associated processes.

Requirements

5+ years experience with Contact Center operations.
Working knowledge of contact Center queue management systems (Amazon Connect, Grafana, or similar).
Industry knowledge and experience managing contact center Key Performance Indicators (AHT, Abandon Rate, ASA, SLAs).
Strong interpersonal skills and ability to work well in dynamic & matrix team environments.
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.

Culture & Benefits

Competitive compensation package with a strong pay-for-performance rewards approach.
Position may be eligible for a cash bonus, equity rewards, and benefits.
%hirify_global% conducts regular comparisons across categories of ethnicity and gender to drive ongoing fair pay.