Associate Business Performance Analyst

About the Role

The Contact Intelligence Team is seeking a curious, motivated, and analytical Associate Business Performance Analyst to join Customer Contact Operations. This role is ideal for someone who enjoys learning, solving problems, working with data, and collaborating with others to improve the customer and employee experience. This role will support workforce and vendor management, operational performance, technology readiness, data analysis and reporting, and continuous improvement. This individual will learn to analyze operational data, identify trends and potential risks, support day-to-day contact center operations, and work alongside experienced analysts and business partners to turn insights into action. The successful candidate will bring a growth mindset, curiosity, attention to detail, and willingness to take on new challenges. We are looking for someone who demonstrates the ability and desire to learn, ask thoughtful questions, develop new skills, and take increasing ownership as they grow.

Hybrid 3-2 work schedule (three days in the office, two days of teleworking).

Key Responsibilities

• Support operational performance across internal teams and vendor partners to help achieve service-level, customer experience, and business objectives.
• Perform real-time and historical analysis of contact center performance, including call volume, ASA, AHT, adherence, abandonment, service level, staffing, and queue performance.
• Monitor contact center queues and operational conditions; identify trends, emerging risks, and opportunities, and partner with team members to recommend appropriate actions.
• Analyze data from multiple sources and prepare reports, dashboards, and performance updates that provide meaningful insights to operations and leadership.
• Support internal and vendor operations through performance monitoring, operational readiness, issue resolution, and resource coordination.
• Monitor customer-contact technologies and operational platforms, supporting issue identification, impact assessment, and appropriate escalation.
• Partner across Technology, Operations, Customer Experience, and external vendors to support system enhancements, testing, implementations, process improvements, automation, and AI-enabled capabilities.
• Participate in business improvement initiatives through data analysis, root-cause analysis, process documentation, and measurement of results.
• Participate in a rotating duty assignment and provide after-hours, storm, and emergency-event support as required.

Requirements & Tech Stack

• Demonstrated interest in data, analytics, technology, business operations, and problem-solving, with an eagerness to learn and grow.
• Working knowledge of Microsoft Excel or similar analytical tools and a willingness to develop proficiency with Power BI and other reporting and visualization tools.
• Ability to analyze information, recognize patterns, ask thoughtful questions, and work through problems with appropriate guidance.
• Strong written and verbal communication skills with the ability to collaborate effectively with team members and business partners.
• Demonstrated curiosity, initiative, accountability, and learning agility, including a willingness to take on new challenges and develop knowledge of new processes, systems, and technologies.
• Ability to manage priorities, adapt to changing business needs, and work effectively in a fast-paced operational environment.
• Strong attention to detail and commitment to data accuracy and quality.

Qualifications

• 0 to 3 years of relevant experience in business or data analysis, customer/contact center operations, workforce management, technology, finance, operations, or a related field. Relevant internship, co-op, military, academic, or project experience may also be considered.
• Preferred Degree: Bachelor
• Preferred Disciplines: Accounting, Business, Economics, Finance (Other Disciplines may be substituted for the preferred discipline(s) listed above).
• Education Equivalency: An equivalent combination of education and demonstrated related experience may be accepted.

Working Conditions

• Office Work Environment 76 -100%

Compensation & Benefits

Expected Hiring Base Salary Range: $52,800 - $68,600

• Competitive salary and comprehensive benefits package.
• Benefits include: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance.