Operations Analyst - Senior

Senior Operations Analyst

Koniag Services Inc., a Koniag Government Services company, is seeking a highly experienced and strategic Senior Operations Analyst to lead operational performance analysis, process improvement, and data-driven decision support for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a seasoned analytical professional with deep expertise in IT call center or service operations analysis, advanced data reporting and visualization capabilities, and a demonstrated track record of translating complex operational data into strategic insights that drive measurable program improvements.

They are a confident communicator, a collaborative leader, and a subject matter expert who brings both technical rigor and operational acumen to every engagement. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Senior Operations Analyst will serve as the analytical and process improvement lead for the IT Call Center program, providing expert-level data analysis, strategic reporting, and operational consulting to program leadership and government stakeholders. This individual will own the development and continuous refinement of the program's performance measurement framework, lead complex process improvement initiatives, and serve as a mentor and subject matter expert to junior and mid-level analysts on the team.

Principal responsibilities will include but are not limited to:

• Serve as the primary analytical lead for the IT Call Center program, owning the end-to-end development, maintenance, and continuous improvement of the program's performance measurement and reporting framework.
• Independently design, develop, and maintain advanced performance dashboards, scorecards, and analytical reports that provide program leadership and government stakeholders with comprehensive, real-time visibility into all aspects of call center operational performance.
• Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce utilization, and customer satisfaction trends, translating findings into clear, actionable strategic recommendations.
• Lead the preparation and quality assurance review of all customer-facing analytical deliverables including monthly and quarterly performance reports, executive briefing materials, and data-driven program assessments, ensuring the highest standards of accuracy, professionalism, and timeliness.
• Serve as the program's subject matter expert on process improvement, leading the identification, design, implementation, and evaluation of operational improvement initiatives using established methodologies such as Lean, Six Sigma, or ITIL continuous service improvement frameworks.
• Develop and maintain a comprehensive operational metrics baseline, conducting regular benchmarking against industry standards and peer programs to identify performance gaps and strategic improvement opportunities.
• Partner with the Call Center Operations Manager and program leadership to develop data-driven workforce planning strategies, capacity models, and resource allocation recommendations that optimize call center coverage and operational efficiency.
• Lead the development, review, and governance of standard operating procedures (SOPs), knowledge base content, operational playbooks, and program documentation, ensuring all materials are current, accurate, and aligned with contractual and regulatory requirements.
• Proactively identify emerging operational risks, performance trends, and systemic issues, developing risk mitigation strategies and presenting findings and recommendations to program leadership and government stakeholders.
• Facilitate and lead operational review meetings,…