Customer Care Operations Support Analyst


Customer Care Operations Support Analyst

@ Stuller


  • As the Senior CC Operations Support Analyst, you will be responsible for building relationships with all call centers’ leadership helping them execute on a staffing, scorecard and quality plans.
  • You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to support the business.
  • You will collaborate with internal leaders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer. 


Essential Duties & Responsibilities:  

  • Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
  • Understand and communicates the department vision to team members, at the same time assess behaviors and provide feedback to leadership.
  • Delivers skilling plans by site that are needed to ensure service coverage
  • Lead Projects to improve planning and execution efficiency and support business units, and operational centers.
  • Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency.
  • Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
  • Improve quality of reporting and work to streamline various data sources to drive consistent reporting.
  • Promote process improvement and standardization of processes across all sites in the company.
  • Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across advisor scheduling, metric reporting and real-time delivery.
  • Supports the leadership team by providing multiple channel quality reviews (Voice, Chat, Email, etc.)
  • Communicates changes to the quality assurance process to leadership, as well as the team members who are receiving the assessment/review.
  • This position requires that you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our Customers.
  • Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
  • Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
  • Interface with call center leaders to understand the fast changing business needs and make updates where necessary.
  • Stay current on internal policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Collaborate with the IT department for system development, testing and/or technical support



  • Strong analytical and organization skills, including trend analysis.
  • Ability to plan, prioritize and organize effectively / detail-oriented.
  • A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
  • Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
  • Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
  • Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
  • Ability to work outside of normal schedule with little or no notice.
  • Ability to perform additional tasks as assigned.


  • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative. 
  • Regular, punctual and consistent attendance. 
  • Demonstrate flexibility to adapt quickly to departmental changes and conditions. 


  • Bachelor’s degree preferred and/or recognized equivalent work experience. 
  • 4+ years of solid call center experience or 2+ year of workforce management experience required. 
  • 2+ experience working with one or more workforce management and CRM systems such as TeleOpti, Salesforce is strongly desired. 
  • Building, managing, and designing databases a plus. 
  • Experience in a fast paced, high-pressure office environment 

How to Apply:

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Location: Lafayette, LA
Date Posted: April 08, 2022
Application Deadline: June 09, 2022
Job Type: Full-time