ModSquad is hiring a
Operations Analyst

Summary

ModSquad is hiring an experienced Operations Analyst to provide reporting and analytics support. The role involves ensuring partner satisfaction, executing tasks promptly, and providing insights based on data. The ideal candidate should have a Bachelor's degree in a related field, 2+ years of operational analysis experience in a contact center environment, and proficiency with various tools.

Requirements

• Bachelor's degree required: Bachelor's Degree in Business Administration, Statistics, Economics, Finance, Computer Science, Information Technology or related field
• A minimum of 2+ years of operational analysis experience in a contact center environment is required
• In-depth understanding of call and contact center operations is required
• Experience building and using reports in data visualization tools (e.g. Power BI, Tableau, etc.)
• Excellent proficiency with Excel (advanced - intermediate level) and Google Sheets
• Excellent analytical skills with carefully honed written and visual communication skills
• Familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc
• Proficiency in English at an advanced level, fluent communication verbal and written is required

Responsibilities

• Support key areas of the business with regular deep dive root cause analysis
• Gather insights through rigorous analytics on individual and business performance and provide recommendations to drive continuous improvement
• Analyze impact of initiatives on performance metrics and KPIs
• Prepare summary visualizations to clearly communicate performance outlier events and trends and be able to explain the root causes of variances over time
• Create dashboards with KPIs for a variety of stakeholders

Preferred Qualifications

See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company