Call Center Operations Analyst; Customer Support

Position: Call Center Operations Analyst (Customer Support)
** Call Center Operations Analyst (Customer Support)*
* ** Do you dare to reinvent the future of education?*
* At Cengage Group, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

** Are we right for you?*
* As a fast growing, profitable standalone business within Cengage, ed2go has empowered millions of adult learners looking to improve their skills, get employed, and build a career. With over 2,000 academic partners and a growing roster of corporate customers, we continue to experience rapid year-over-year growth in our products and services. This position is a new, elevated role within the organization, recognizing our growth and need for an experienced call center leader to help us develop market-leading customer support experiences with a service model that can scale for the future.

Ed2go provides a catalog of more than 1,000 online (asynchronous) courses across a wide variety of topics and industries to Continuing Education Departments within US Colleges and Universities. These non-degree offerings enable academic partners to upskill their community, enabling people to  
** return to employment, make career transitions,
** and  
** increase their earning power** !

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work.

We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day.

** Are you right for us?*
* The ed2go Student Services team supports more than 130,000 online learners annually, across the United States and Canada. The Call Center Operations Analyst plays a critical role in enabling a high-performing, data-driven customer support organization.

This Analyst role is responsible for analyzing customer support web cases, call volume trends, and recorded phone interactions to establish performance baselines, identify process gaps, and generate insights that directly support frontline quality and coaching. This role partners closely with supervisors, managers, and service leadership to drive continuous improvement and help build a world-class customer service experience.

Are you looking for an opportunity to influence the development of a first-class customer service organization? Are you looking to have a direct impact on employee performance, customer satisfaction, and operational excellence? Are you seeking a collaborative environment focused on growth, innovation, and world-class support?

** What You Will Do Here:*
* ** Performance & Data Analysis*
* + Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities.

+ Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations.

+ Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks.

+ Recommend improvements to call handling, case management, and customer communication based on analytical findings.

** Quality & Coaching Support*
* + Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics.

+ Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment.

+ Provide actionable insights informing coaching plans, training opportunities, and performance…