Summary
Remote Call Center Operations Analyst supporting customer support operations at Cengage. Responsible for analyzing and optimizing call center performance metrics and customer service delivery.
Key Responsibilities: Monitor call center operations, analyze performance data, and implement process improvements to enhance efficiency. Handle customer support inquiries and coordinate with team members to ensure service quality standards are met.
Skills & Tools: Strong analytical and problem-solving abilities with proficiency in data analysis tools and reporting. Excellent communication and customer service skills with ability to work in a fast-paced team environment.
Qualifications: High school diploma or equivalent required; customer service or call center experience preferred. Ability to multitask and manage time effectively in a remote work setting.
Location: Remote, 2 Locations available