Position Details

Type Full-Time

Experience senior

Exp. Years 5+ years

Education Bachelor's degree or equivalent experience

Category Customer Success & Support

About this role

Senior Customer Operations Analyst responsible for managing SSE's omnichannel contact center operations using Five9, forecasting demand, and coordinating with vendors and internal teams to optimize customer experience.

Key Responsibilities

Administer Five9 omnichannel platform
Design and improve IVR/ACD and AI-enabled tools
Create and maintain performance reports across vendors
Develop accurate call volume forecasts
Manage vendor relationships and cross-functional coordination

Technical Overview

Hands-on administration of Five9, IVR/ACD setup, omnichannel workflow, AI-enabled tools, and BI reporting (Power BI); strong forecasting and data analysis capabilities; vendor collaboration.

Ideal Candidate

The ideal candidate is a senior customer operations analyst with 5+ years of contact center experience, strong Five9/ACD/IVR and omnichannel expertise, and solid forecasting and BI skills to optimize vendor performance and service levels.

Must-Have Skills

5+ years of applicable experienceExperience with Omnichannel software (preferably Five9) and/or ACD/switch administrationExperience with contact center forecastingExperience with administration of Artificial Intelligence Contact Center tool/application

Nice-to-Have Skills

Deep experience with BI self-service technologies such as Microsoft PowerBIExperience in SQL or similar languagesContact center Omni channel administration experiencePrevious experience in a retail energy industry

Required Skills

5+ years experienceFive9IVRACDomnichannelAI toolsforecastingvendor managementPower BISQLMicrosoft Office

Hard Skills

Five9IVRACDOmnichannelArtificial IntelligenceAI toolsForecastingVendor managementPower BISQL

Soft Skills

AnalyticalCommunicationTeamworkProblem solvingAttention to detailOrganizedIndependent but team player

Industry & Role

Industry Energy

Job Function Optimize contact center operations and customer experience through omnichannel platform management and data-driven forecasting

Role Subtype Customer Support Specialist

Tech Domains Power BI, SQL / PostgreSQL, Microsoft 365

Keywords for Your Resume

senior customer operations analystfive9ivracdomnichannelforecastingvendor managementpower bisqlmicrosoft officedata analysisreportingcommunicationcustomer experiencecontact centerhybridatlantaga

Deal Breakers

Less than 5 years of relevant experience, No Five9 or ACD experience

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