The Role:The Operational Insights Specialist is responsible for supporting daily contact center analytics and embedding generative AI tools into routine operational and reporting workflows. Applying foundational analytical skills and professional expertise, this role utilizes established AI models and prompt pipelines to process unstructured customer interaction data. You will work within defined frameworks to generate actionable reports on customer sentiment, agent performance, and operational trends for management review. Through routine data validation and prompt execution, you will help improve analytical efficiency and drive continuous service improvements across the department.
How You Will Make an Impact:- AI Workflow Execution: Execute and monitor automated AI prompt pipelines to analyze daily contact center interaction logs, transcripts, and customer sentiment metrics
- Data Synthesis & Insights: Transform unstructured contact center data into structured summary metrics highlighting operational bottlenecks, agent performance, and emerging trends
- Dashboard Maintenance: Maintain recurring visual dashboards, executive summaries, and performance scorecards using SQL and BI platforms like Tableau or Snowflake
- Process Automation Support: Partner with contact center management to identify manual reporting tasks and apply standard AI tools to streamline routine data collection
- Prompt Validation & Quality: Audit AI-generated outputs and apply prompt refinement frameworks to ensure high analytical accuracy and minimize model hallucinations
- Cross-Functional Coordination: Coordinate with IT and Data Engineering teams to support standard data pipeline maintenance and ensure secure AI integration practices
- Team Enablement: Assist in documenting AI analytics workflows and support peer team members in adopting generative AI tools within daily analytical tasks
- Operational Reporting: Prepare and present routine trend analyses and respond promptly to ad hoc data requests from leadership to support operational decision-making
What You Bring to The Team:- Relevant Experience: 2-3 years of experience in data analytics, business intelligence, or operational analysis, with active exposure to AI platforms or LLM workflows
- AI & Prompting Expertise: Practical experience utilizing top-tier AI models (e.g., Anthropic Claude, Google Gemini, OpenAI) and low-code/API automation tools for data processing
- Domain Knowledge: Strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms
- Technical Proficiency: Proficiency in SQL and data visualization tools (e.g., Tableau, Snowflake), with familiarity using scripting languages (Python or R) for data manipulation
- Analytical Storytelling: Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for departmental stakeholders
- Educational Foundation: Bachelor's degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field
What We Offer:- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
***This role will be hybrid in our New York City or Minneapolis Office***
