Position-: Contact Center Operational Strategy Analyst Location-: Hartford CT Need Local only Core responsibility Drive modernizing contact center using data-driven insights and by collaborating cross-functionally with IT, Operations, Compliance, and Customer experience teams and come up with innovative solutioning ideas which can be transformed to a futuristic solution Focus areas: • Operational analytics • Deep analysis on generated insights with using Google Insights • Process optimization • CX and compliance awareness Skills or Job requirements: • Highly analytical and proactive data Insights and optimization analyst • Mine operational data to identify inefficiencies and leads process improvements • Develop dashboards and reports to communicate insights to leadership and frontline managers. • Monitor KPIs across regions and teams to support performance management and continuous improvement. • Collaborate with IT and operations to design and implement process improvements. • Track and report on the impact of changes to ensure measurable value. • Define processes and standards for Contact center data governance and quality monitoring • Support change management efforts for new tools, policies, or workflows. Qualifications: • Bachelor’s degree in business, Data Analytics, Operations, or related field. • 8+ years of total experience in the IT industry with 3+ years of experience in contact center analytics or operations, preferably in healthcare or insurance. • Proficiency in data tools (Excel, SQL, BigQuery, Power BI/Tableau). • Familiarity with contact center platforms (e.g., Genesys, NICE, Five9) and CRM systems (Salesforce, Pega). • Understanding of healthcare regulations (e.g., HIPAA) and compliance frameworks. Strong communication and stakeholder engagement skills