Virginia Tech Operations Analyst in Blacksburg, Virginia

The Operations Analyst is a key member of the User Engagement team supporting data management, reporting, problem resolution and work force management. The position designs and conducts data and metrics analysis to support the functions of a continuous 365 day, 24x7 support center operation including planning schedules and ensuring coverage is adequate for operations. The Operations Analyst collects data from multiple sources and provides forecasting and real-time feedback to the management team and to department leadership. This position is responsible for providing operational input into strategic planning and supporting the continuous improvement of support center operations. In addition, this position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures. This position also acts as a shift lead, providing shift leadership for agents in the support center, including activities such as serving as a point of escalation and knowledge expert, ensuring agents have what they need to effectively execute their duties, and further escalating issues or questions as needed.

Applicants are required to include a sample operations report that you would write after a significant I.T. systems failure, to summarize the event and make recommendations for improved support center operations in the event of a similar failure.

Virginia Tech is unable to sponsor applicants for work visas for this vacancy.