Contact Center Operations Analyst (Hybrid-Office & Remote)

Turn data into smarter staffing decisions and a better member experience.

Summit Credit Union is looking for a Contact Center Operations Analyst who enjoys finding the story behind the numbers and turning insights into action. In this role, you'll analyze contact center trends, forecast call volumes, develop and optimize front-line schedules, monitor key performance metrics, and identify opportunities to improve sales, service, and operational performance.

You'll play an important role in making sure the Contact Center has the right coverage at the right time while helping leaders make informed, data-driven decisions. If you're analytical, detail-oriented, comfortable working with workforce management and reporting tools, and enjoy collaborating across teams, this could be a great fit.

What You'll Do

• Analyze call trends, volumes, staffing needs, and operational performance.
• Forecast call volumes and develop agent schedules that optimize coverage and service levels.
• Coordinate discretionary and non-production activities to support effective workforce utilization.
• Develop accurate reporting and translate data into actionable recommendations.
• Monitor key performance indicators and identify opportunities to improve sales, service, and operational results.
• Evaluate call flows and recommend prioritization or efficiency improvements.
• Support projects designed to improve Contact Center performance.
• Conduct audits and observations to assess operational practices and adherence to organizational standards.
• Help ensure regulatory requirements and service-level expectations are met.
• Collaborate across departments to identify and implement operational improvements.
• Monitor market and competitive insights that may inform sales and service enhancements.

What You'll Bring

• Bachelor's degree in business administration or a related field, or equivalent experience.
• 3+ years of experience with contact center operations and performance metrics.
• Strong analytical skills and the ability to translate complex information into practical recommendations.
• Advanced proficiency in Microsoft Excel and other data analysis tools.
• Experience with workforce management software and/or tools.
• Knowledge of customer relationship management (CRM) systems.
• Strong problem-solving skills and attention to detail.
• Well-developed professional written and interpersonal communication skills.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Additional Details:

Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.

Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.

Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).

EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law.  We embrace diversity and believe that inclusion is critical to our success as a credit union.  Different makes us better.  Employment decisions are made based on qualifications, merit, and business need.