[Remote] Call Center Operations Analyst

Note: The job is a remote job and is open to candidates in USA. AAA Auto Club Enterprises is the largest club within the national AAA federation, seeking an Operations Analyst for their Membership and Insurance Service Call Center. In this role, you'll use data-driven insights to optimize service delivery, manage databases, and enhance overall performance in a call center environment. Responsibilities • Database Management: Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports • Service Enhancement: Spearhead programs to uplift service delivery, member benefits, and performance • Budget Oversight: Direct and manage budgetary processes, focusing on the intricacies of memberships and insurance, ensuring accurate forecasting and strategic implementation • Best Practices: Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services • Reporting: Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions • Continuous Improvement: Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards • Cross-Functional Collaboration: Engage with different business units and external vendors on projects, ensuring cohesive operational alignment • Communication: Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation Skills • Proficient in Genesys Cloud (GCX) Workforce Management, to support contact center operations, capacity planning, intraday management, and performance monitoring/reporting • At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services • Effective verbal and written communication • Proficiency in Microsoft Office software products, including Outlook, Word, Excel and Access required • Professional organizational and time management skills with the ability to multitask and meet project deadlines • Demonstrated capability in project management and driving operational enhancements • Additional computer software skills such MS Project and Publisher desired Benefits • Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!) Company Overview • AAA is a federation of fully taxpaying, not-for-profit motor clubs in the U.S. It was founded in undefined, and is headquartered in Costa Mesa, California, US, with a workforce of 10001+ employees. Its website is Apply tot his job

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