Operations Analyst (4186)

ModSquad is currently seeking an experienced and proactive Operations Analyst to join us! This role will provide reporting and analytics support to our management and Mod teams. The ideal Operations Analyst will work to ensure our partners are happy, execute tasks promptly, and provide insights based on data.
Project Hours:Flexible, but must work some PST hours/cross over - must be available early morning PST time
Commitment:40 hours per week

What you will do:

• 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

Who you are:

• 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.
• See problems as challenges and can use your analytical skills to prepare insights, adding value to yourself, your team, and your company.
• Proficiency in English at an advanced level, fluent communication verbal and written is required.
• ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently.

***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!
Please note: A Chromebook is not sufficient for ModSquad projects.
Who is ModSquad?ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement excludes individuals residing in California, Colorado, New York, and Washington at this time.