Business Operations Analyst - Command Center

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

The CXO Command Center requires a strategic thinker to solve the complex challenge of maintaining seamless customer experiences across diverse, high-volume communication channels. This role addresses operational bottlenecks by optimizing real-time traffic flow for call, chat, email, and social media platforms across both internal and outsourced global sites. By translating raw performance data into actionable executive insights, the Business Operations Analyst ensures the enterprise remains agile and responsive to shifting customer demands.

• Achievement of optimal service levels through proactive, real-time monitoring and routing across all lines of business
• Alignment of internal and outsourced partner performance with enterprise-wide KPIs and departmental OKRs
• Execution of data-driven reporting structures that provide leadership with immediate visibility into interval, daily, and monthly operational trends
• Implementation of AI-enhanced workforce management strategies to automate skill adjustments and improve forecasting precision
• Evolution of departmental efficiency through the identification and execution of innovative procedural improvements and strategic projects

• Advanced proficiency in workforce management applications and office productivity suites to synthesize complex operational datasets
• Critical experience navigating the operational nuances of multi-site contact centers and managing outsourced vendor relationships
• Analytical expertise in applying mathematical concepts, such as ratios and proportions, to practical performance scenarios and reporting
• High-level communication skills and the professional presence required to provide direct support and guidance to executive leadership during critical events
• AI Literacy and the ability to leverage automated tools or scripts (SQL/Python) to enhance data interpretation and workflow efficiency
• Agility to manage high-pressure multitasking while maintaining strict adherence to standard operating procedures in a fast-paced environment

• Minimum Education: Bachelor's Degree in Business, Analytics, or a related field
• Minimum Experience: 2 years of experience in contact center operations or workforce management
• Required Technical
  
  Skills:
  
  
  • High level of expertise in MS Office or Google Workspace
  • Experience with Workforce Management (WFM) software
  • Experience with multi-channel routing and queue management
• Additional Qualifications
  • Professional proficiency in SQL and Python for advanced data analysis
  • Prior experience in a "Command Center" or real-time operations environment
  • Ability to work flexible hours including nights and weekends

Visa sponsorship not available for this role

Compensation: $27.02/Hour - $36.77/Hour

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Echo Star will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law.

All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

Echo Star will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. Echo Star has a more detailed…