Operations Analyst (Jr)

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and detail-oriented Junior Operations Analyst to support the operational performance and continuous improvement efforts of their IT Call Center. The role involves monitoring, analyzing, and reporting on operational performance, as well as assisting in process improvement initiatives.

What you'll do:

• Assist in the collection, organization, and analysis of call center operational data including call volumes, ticket trends, handle times, resolution rates, SLA compliance, and customer satisfaction scores
• Support the development and maintenance of performance dashboards, scorecards, and recurring operational reports for use by program leadership and government stakeholders
• Monitor daily and weekly call center performance metrics, flagging anomalies, trends, or areas of concern to the Call Center Operations Manager for review and action
• Assist in the preparation of customer-facing deliverables including monthly performance reports, data summaries, and briefing materials, ensuring accuracy and timeliness of all submissions
• Support continuous process improvement initiatives by conducting research, gathering operational data, documenting current-state processes, and assisting in the development of improvement recommendations
• Assist in the development and maintenance of standard operating procedures (SOPs), knowledge base articles, and operational documentation to ensure accuracy and currency
• Coordinate with call center supervisors and team leads to gather operational inputs, validate data accuracy, and support the resolution of reporting discrepancies
• Assist in the management and tracking of action items, risk logs, and issue registers, ensuring follow-up activities are documented and completed in a timely manner
• Support workforce management activities by assisting in the analysis of staffing data, schedule adherence reports, and attendance tracking to identify coverage trends and gaps
• Participate in team meetings, operational reviews, and customer briefings, taking notes, tracking action items, and distributing meeting summaries as directed
• Assist in the onboarding of new staff by supporting the preparation of training materials, orientation schedules, and access request coordination
• Respond to ad hoc data requests and analytical tasks from program leadership in a timely and accurate manner

What they're looking for:

• Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree
• 1+ years of experience in an operations, analytics, administrative support, or IT call center environment
• Demonstrated ability to collect, organize, and present data in a clear and meaningful format
• Strong communication skills in English – both written and oral – with the ability to present data findings and operational updates clearly to both technical and non-technical audiences
• Foundational analytical skills with the ability to collect, organize, and interpret operational data to support informed decision-making
• Proficiency in Microsoft Office Suite, with particular emphasis on Microsoft Excel for data organization, basic analysis, and reporting, and Microsoft PowerPoint for the preparation of briefing materials
• Proficiency in collaboration tools such as Microsoft Teams and SharePoint for document management and team communication
• Strong attention to detail with a commitment to accuracy and quality in all data collection, reporting, and documentation tasks
• Demonstrated ability to manage multiple assignments simultaneously, prioritize effectively, and meet deadlines in a fast-paced operational environment
• Strong organizational skills with the ability to maintain well-structured records, files, and documentation repositories
• Collaborative and team-oriented work style with the ability to work effectively under the direction of senior staff and program leadership
• Willingness to learn new tools, platforms, and operational methodologies in support of program objectives

Benefits:

• Health, dental and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• An extraordinary benefits package