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.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate's Guide .
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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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .