Senior Customer Contact Optimization Analyst

The Senior Customer Contact Optimization Analyst evaluates and improves customer interaction processes and operations, focusing on data analysis, reporting, workflow assessment, and identifying opportunities to enhance customer satisfaction, operational efficiency, and service quality.

Requirements

• Bachelor's/master's degree in human resources, Business Administration, Information Systems, or related field (required)
• 4+ years of experience in customer contact quality evaluation, analytics, or workflow optimization roles
• Knowledge and experience in US payroll, tax, benefits, employee data management, LOA, COBRA, FSA (Preferred)
• Knowledge and experience on using AI tools
• Strong analytical skills with ability to interpret data and identify actionable insights
• Ability to learn new technologies quickly
• Experience with Quality Management tools is preferred
• Proficiency in MS Excel, reporting tools, and data visualization

Benefits

• Retirement Plan