Senior Operations Analyst

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
Provides operations and other analysis, and plans, monitors and completes complex operations projects ensuring adherence to departmental and corporate strategic direction.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

• Analyzes operations and or other data, and works with management to set and modify operations goals, budget, compliance, staffing allocation and work distribution.
• Develops project plans and schedules using defined procedures, negotiates scope and deliverables with operational procedures and concepts.
• Uses work management tools to facilitate efficient processes and to assess operational performance and quality of staff and service delivery.
• May represent the functional area in meetings with management and other business units.
• Manages expenses for specific projects and ensures budget goals and expenses are met.
• Monitors trends and participates in strategic planning as well as team and quality performance reviews.
• Provides assistance and monitoring to junior level operations analysis staff.
• Works with other departments and may provide technical guidance to others within the department.
• Support Operations initiatives through data analytics by partnering with business leaders in identifying opportunities to build and analyze metrics through data visualizations.
• Collaborates with management, technical staff and subject matter advisors to understand business needs/issues, troubleshoot problems, conduct root cause analysis and develop cost effective resolutions to improve operational efficiency.

May perform additional duties as assigned.
Reporting Relationship

• Manager or above

Skills, Knowledge & Abilities

• Strong industry and company knowledge as well as strong knowledge of the functions performed by the department and team.
• Excellent organizational skills including ability to prioritize, coordinate and manage multiple projects and project teams.
• Strong analytical and problem solving skills.
• Advanced Excel skills required
• Strong client and team interpersonal and leadership skills with the ability to effectively foster and maintain collaborative relationships with internal and external business partners.
• Good presentation, verbal and written communication skills, with the ability to convey technical and business issues in a clear, concise and effective manner.
• Ability to exercise professional judgement and assume responsibility for decisions which have an impact on people, costs and quality of service.
• Ability to work independently as well as in a team environment
• Solid knowledge of Microsoft Office suite and the ability to learn and utilize other business related software systems.
• Knowledge of contact center applications such as Cisco, Tableau and other business related software a plus.
• Strong presenting and influencing skills with ability to turn data into a compelling story with actionable insight.
• Ability to extract data to devise management information reports required

Education & Experience

• Bachelor's Degree or equivalent work experience and completion of applicable professional designations. Typically a minimum five (5) years relevant professional experience.
• 2+ years' experience developing SQL queries and with relational database data manipulation required.
• 2+ experience pulling, manipulating, integrating, and managing data sets from various sources including contact center infrastructure models preferred.

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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In California, Colorado, Connecticut, New York and Washington, the standard base pay range for this role is $43,600 to $159,500 annually.Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit cnabenefits.com .
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .