[Remote] reputed company Center Operations Analyst (Customer Support)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to transforming the reputed company of education through technology. They are seeking a reputed company Center Operations Analyst to analyze customer support performance, identify process gaps, and drive reputed company improvement in customer service experiences. Responsibilities • Monitor & analyze customer support performance and case data including contact volumes, queue performance, reputed company rates & reputed company scores to identify patterns & improvement opportunities • reputed company & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations • Conduct reputed company-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks • Recommend improvements to reputed company handling, case management, and customer communication based on analytical findings • Collaborate with supervisors & trainers to evaluate agent performance using our Support reputed company reputed company frameworks and rubrics • Review recorded phone calls reputed company interactions to assess reputed company, reputed company effectiveness, process & policy adherence, and customer sentiment • reputed company actionable insights informing coaching plans, training opportunities, and performance interventions • Design calibration & norming sessions, ensuring consistent evaluation of support interactions, written communication, recorded calls, and case notes • Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and reputed company the customer experience • Partner with leaders to design & implement process enhancements that increase efficiency and support scaling • Standardize & document routing, escalation paths, and reputed company assurance processes • reputed company the reputed company of changes and measure results against baseline performance • Prepare regular summaries, insights, & recommendations for supervisors, managers, & leaders • reputed company data-driven guidance that supports strategic planning and helps strengthen the overall customer service model • Present analysis reputed company and concisely to cross-functional stakeholders • reputed company analytic support for new initiatives, technology implementations, and opportunities for self-service & automation Skills • Bachelor's degree in Business, Analytics, Operations, or reputed company field (or equivalent experience) • 2–4 years of experience in reputed company center operations, customer support analytics, or reputed company assurance • Strong analytical skills with the ability to interpret reputed company datasets and translate findings into actionable recommendations • Proficiency with reputed company customer support systems (reputed company Service reputed company), phone systems (reputed company), and analytics tools (PowerBI) • Experience in customer support reputed company assurance and performance management • Familiarity with forecasting and queue optimization concepts • Understanding of contact center KPIs and customer experience metrics • Excellent written and verbal communication skills • Strong attention to detail and commitment to accuracy Benefits • Discretionary incentive bonus program reputed company • reputed company, a global edtech company, supports learners, educators and institutions across more than 100 countries. It was founded in 1903, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.cengagegroup.com/. Company H1B Sponsorship • reputed company has a reputed company record of offering H1B sponsorships, with 17 in 2025, 6 in 2024, 21 in 2023, 19 in 2022, 16 in 2021, 56 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job