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Contabilizei seeks an Operations Control Analyst to monitor and optimize their customer service operations. You will track performance metrics and KPIs in real-time, identify operational deviations, and recommend proactive improvements to ensure SLA compliance and positive customer experience.
Key responsibilities include:
- Daily monitoring of operational performance indicators, identifying and correcting deviations against quality standards
- Demand analysis and workforce allocation optimization to reduce wait times and improve service efficiency
- Tracking absenteeism and break usage metrics, reporting significant deviations to leadership
- Ensuring proper employee allocation across support systems and technical platforms
- Generating hourly SLA reports and identifying corrective action needs
- Analyzing operational deviations and proposing practical solutions to leadership
- Collaborating with planning teams to provide data-driven feedback for process improvement
- Monitoring support queues across channels, flagging deviations to management
- Suggesting workflow and process improvements that impact team productivity
You will work a 1 PM to 10 PM shift in a fully remote role. The position requires strong analytical skills, proficiency with Excel/Sheets for reporting, and familiarity with operational process mapping, ERP systems, and continuous improvement methodologies (PDCA, 5S). Background in administration, production engineering, or logistics preferred. This is an individual contributor role focused on operational excellence and data-driven decision-making.
