Contact Center Operations Analyst at Louisiana… · Remote

Summary: GDIT is a global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government. They are seeking a Contact Center Operations Analyst to support their National Assistance Center program, where the candidate will monitor customer systems, analyze reporting, and coordinate with subcontractors to ensure smooth operations.

Responsibilities:
- 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

Required Qualifications:
- Technical Training, Certification(s) or Degree
- 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

Preferred Qualifications:
- 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

Required Skills: Microsoft Office Suite, Microsoft Excel, Pivot Tables, Formulas, Charts and Graphs, Database Tools, MS Access, CXOne, Contact Center as a Service (CCaaS), Report Writing, Performance Metrics Analysis, Business Process Analysis

Benefits: Variety of medical plan options, some with Health Savings Accounts, Dental plan options, Vision plan, 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match, Full flex work weeks where possible, Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave, Short and long-term disability benefits, Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available, 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, Comprehensive benefits and wellness packages, 401K with company match, Paid time off, Flexibility: Full-flex work week to own your priorities at work and at home, Award-winning culture of innovation and a military-friendly workplace