Real-Time Operations Senior Business Analyst (Fintech)

TL;DR

Real-Time Operations Senior Business Analyst (Fintech): Analyzing contact center service level performance and generating operational insights to optimize customer success networks with an accent on real-time operations and routing design. Focus on leveraging AI for pattern identification, solving complex systemic issues, and implementing durable operational frameworks.

Location: San Diego, California

Salary: $129,500 - $175,500

Company

hirify.global is a global financial technology platform powering prosperity for millions of customers via products like TurboTax, QuickBooks, and Mailchimp.

What you will do

• Monitor the Customer Success network and contextualize KPIs with operational insights.
• Perform root cause analysis to identify trends and deliver scalable, durable solutions.
• Design and optimize routing configurations to improve service levels and customer experience.
• Utilize AI to accelerate data analysis, identify patterns, and propose automation opportunities.
• Communicate risks and trade-offs to senior leadership to drive strategic decision-making.
• Establish new operating mechanisms, including coordination forums and performance management routines.

Requirements

• 5+ years of experience in Contact Center operations.
• Working knowledge of queue management tools such as Amazon Connect or Grafana.
• Expertise in managing KPIs including AHT, Abandon Rate, ASA, and SLAs.
• Strong analytical skills to manipulate and report on complex, ambiguous datasets.
• Flexibility with work schedule to cover business hours, including weekends and holidays.
• Must be based in San Diego, California.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive benefits package for full-time employees.
• Commitment to fair pay and regular comparisons across ethnicity and gender.