[Remote] Call Center Operations Analyst (Customer Support)

Note: The job is a remote job and is open to candidates in USA. Cengage Group is a company dedicated to transforming the future of education through technology. They are seeking a Call Center Operations Analyst to analyze customer support performance, identify process gaps, and drive continuous improvement in customer service experiences.

Responsibilities
• Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities
• Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations
• Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks
• Recommend improvements to call handling, case management, and customer communication based on analytical findings
• Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics
• Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment
• Provide actionable insights informing coaching plans, training opportunities, and performance interventions
• Design calibration & norming sessions, ensuring consistent evaluation of support interactions, written communication, recorded calls, and case notes
• Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and elevate the customer experience
• Partner with leaders to design & implement process enhancements that increase efficiency and support scaling
• Standardize & document routing, escalation paths, and quality assurance processes
• Track the impact of changes and measure results against baseline performance
• Prepare regular summaries, insights, & recommendations for supervisors, managers, & leaders
• Provide data-driven guidance that supports strategic planning and helps strengthen the overall customer service model
• Present analysis clearly and concisely to cross-functional stakeholders
• Provide analytic support for new initiatives, technology implementations, and opportunities for self-service & automation

Skills
• Bachelor's degree in Business, Analytics, Operations, or related field (or equivalent experience)
• 2–4 years of experience in call center operations, customer support analytics, or quality assurance
• Strong analytical skills with the ability to interpret complex datasets and translate findings into actionable recommendations
• Proficiency with enterprise customer support systems (Salesforce Service Cloud), phone systems (Vonage), and analytics tools (PowerBI)
• Experience in customer support quality assurance and performance management
• Familiarity with forecasting and queue optimization concepts
• Understanding of contact center KPIs and customer experience metrics
• Excellent written and verbal communication skills
• Strong attention to detail and commitment to accuracy

Benefits
• Discretionary incentive bonus program

Company Overview
• Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. It was founded in 1903, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.cengagegroup.com/.

Company H1B Sponsorship
• Cengage has a track record of offering H1B sponsorships, with 17 in 2025, 6 in 2024, 21 in 2023, 19 in 2022, 16 in 2021, 56 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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