Contact Center Operations Analyst

Telecommunting: Remote
Travel Requirement: None
Clearance Level Must Be Able to Possess: None
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: Other

We are GDIT. We take pride in providing our clients with the data they need to make important decisions that impact the world around us. YOU make GDIT your place by delivering insights to help our clients make impactful changes real. By owning your opportunity at GDIT, you’ll become a critical part in how we successfully solve our clients’ biggest challenges. Our work depends on a Business Process Analyst joining our team to support our National Assistance Center program. At GDIT, our people are at the center of everything we do.

As a Business Process Analyst supporting our National Assistance Center program, you will be trusted to perform continuous review of customer systems, analyze reporting, and communicate with our customer and subcontractors. In this role, a typical day will include:

• 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

As a well qualified candidate, YOU ARE :

• Detail‑oriented and highly organized, with strong analytical, problem‑solving, and time‑management abilities that enable you to manage multiple tasks and deadlines in a fast‑paced, deadline‑driven environment

• A proactive self‑starter who thinks strategically, works independently with minimal supervision, collaborates effectively as part of a team, and performs well under pressure while maintaining a solution‑focused mindset

• An excellent communicator with strong verbal and written communication skills

YOU MUST HAVE :

• Technical Training, Certification(s) or Degree, AND

• 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

EVEN BETTER IF YOU HAVE :

• 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

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● 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
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

This position is not yet funded.

#GDITLA

Salary Information
The likely salary range for this position is $59,493 - $80,491. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Benefits Information
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
About Our Work
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans