Contact Center Operations Analyst

We are GDIT. We take pride in providing our clients with the data they need to make important decisions that impact the world around us. YOU make GDIT your place by delivering insights to help our clients make impactful changes real. By owning your opportunity at GDIT, you’ll become a critical part in how we successfully solve our clients’ biggest challenges. Our work depends on a Business Process Analyst joining our team to support our National Assistance Center program. At GDIT, our people are at the center of everything we do.

As a Business Process Analyst supporting our National Assistance Center program, you will be trusted to perform continuous review of customer systems, analyze reporting, and communicate with our customer and subcontractors. In this role, a typical day will include:

• Continuously monitoring customer systems and ensuring all platform functions are operating as expected

• Overseeing and analyzing activity within the CXOne platform, including agent status, queues, and real‑time performance indicators

• Coordinating with subcontractors to resolve system or operational concerns

• Generating and delivering customer reports, including daily employee status reports, updates, credential summaries, and performance metrics

• Building and maintaining effective relationships between business units and corporate functions to ensure alignment and successful achievement of organizational goals

• Identifying operational challenges and proactively facilitating their resolution to maintain smooth business operations

As a well qualified candidate, YOU ARE :

• Detail‑oriented and highly organized, with strong analytical, problem‑solving, and time‑management abilities that enable you to manage multiple tasks and deadlines in a fast‑paced, deadline‑driven environment

• A proactive self‑starter who thinks strategically, works independently with minimal supervision, collaborates effectively as part of a team, and performs well under pressure while maintaining a solution‑focused mindset

• An excellent communicator with strong verbal and written communication skills

YOU MUST HAVE :

• Technical Training, Certification(s) or Degree, AND

• 1 or more years of related experience

• Intermediate to Expert level proficiency with computer operations, including strong skills utilizing Microsoft Office Suite products

• Advanced Microsoft Excel skills, including demonstrated experience creating pivot tables, using formulas, and developing and analyzing charts and graphs

EVEN BETTER IF YOU HAVE :

• Louisiana residency

• Residency within a reasonable driving distance (approx. 60 mile radius) of our Bossier City facility

• A Bachelor's degree in Business, Economics, or Finance

• Demonstrated experience utilizing database tools and report writing tools such as MS Access

• Demonstrated experience utilizing CXOne or other Contact Center as a Service (CCaaS) platforms

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

This position is not yet funded.

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