Call Center Operations Analyst (customer Support)

Call Center Operations Analyst (Customer Support)

At Cengage Group, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

This position is a new, elevated role within the organization, recognizing our growth and need for an experienced call center leader to help us develop market-leading customer support experiences with a service model that can scale for the future. Ed2go provides a catalog of more than 1,000 online (asynchronous) courses across a wide variety of topics and industries to Continuing Education Departments within US Colleges and Universities. These non-degree offerings enable academic partners to upskill their community, enabling people to return to employment, make career transitions, and increase their earning power!

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day.

What You Will Do Here:

Performance & Data Analysis

• 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.

Quality & Coaching Support

• 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.

Operational Excellence & Continuous Improvement

• 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.

Reporting & Leadership Support

• 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 You Will Need Here:

Core Competencies

• Analytical Thinking: Ability to turn data into insights that drive meaningful change.
• Collaboration: Works effectively with frontline leaders and cross-functional partners.
• Communication: Clear, concise, and able to explain complex ideas in simple terms.
• Customer-Centric Mindset: Passionate about improving the customer experience.
• Continuous Improvement: Proactively identifies improvement opportunities & follows through.

Qualifications & Experience

• 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.

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range. In this position, you will be eligible to participate in the company's discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below. 0% Annual $58,300.00 - $75,750.00 USD.

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Warning: Be aware, there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address.