Operations Efficiency Analyst

This role supports the Operations Business Analytics & Efficiency team by conducting in-depth data analysis to identify opportunities for expense efficiency and operational improvement. The Analyst plays a key role in tracking the performance of value-capture initiatives, helping to build and maintain the analytical foundation that promotes data-driven decision-making and operational transparency across the organization.

• →Efficiency Identification: Conduct root cause analysis on operational performance gaps and inefficiencies, proposing data-backed solutions to improve key metrics like cost-per-unit, agent productivity, and demand.
• →Support Modeling: Build and refine analytical models (primarily in Google Sheets) to support forecasting, scenario planning, and cost-benefit analyses for new operational initiatives.
• →Documentation & Integrity: Ensure data quality and reporting accuracy, maintaining clear documentation of data definitions, methodologies, and analytical processes.
• →Cross-Functional Support: Collaborate with team members, Operations Leadership, and Finance partners to gather requirements and deliver timely analytical insights.
• →Process Understanding: Develop a strong working knowledge of core operational processes to better inform analysis and recommendations.

• Education: Bachelor's degree in Business Administration, Economics, Finance, Engineering, Statistics, Computer Science, or a related quantitative field.
• Experience:
• 3-5 years of professional experience in business intelligence, data analytics, or an operations-focused analytical role. Experience in Finance will also be considered.
• Technical Skills:
• Experience with data visualization tools (e.g., Tableau, Power BI)
• Strong skills in Microsoft Excel (advanced formulas, pivot tables)
• Basic understanding of statistical concepts is a plus.
• Analytical Acumen: High attention to detail and a demonstrated ability to interpret data and translate findings into clear, actionable insights.
• Communication: Strong verbal and written communication skills, capable of presenting data clearly to a non-technical audience.
• Problem-Solving: Eagerness to tackle complex problems and a proactive approach to identifying data-driven solutions.

• Experience with continuous improvement methodologies (e.g., Lean, Six Sigma).
• Familiarity with data warehousing or ETL concepts.
• Previous experience in a high-volume, operations environment.

• Curious & Detail-Oriented: A drive to understand the 'why' behind the numbers and a commitment to accuracy.
• Proactive Learner: Eager to acquire new technical skills and business knowledge.
• Team Player: Works effectively within a team structure and contributes positively to team goals.
• Adaptable: Handles multiple tasks and shifting priorities effectively in a dynamic environment.