Analyze and enhance contact center workflows to improve efficiency and service quality.Identify process bottlenecks, implement changes, and measure their impact on operational performance.Lead initiatives to improve resolution rates and reduce customer effort.Oversee automation projects to streamline repetitive tasks and integrate advanced routing solutions.Enhance the knowledge base and training materials to improve information accessibility and operational effectiveness.Develop and oversee dashboards that provide operational insights to support business decisions.Manage the creation and distribution of reports that summarize key performance trends.Conduct ad-hoc analysis to support urgent operational challenges and troubleshooting.Evaluate vendor and partner performance, identifying areas for improvement and ensuring compliance with service expectations.Supervise and mentor a team of Process Analysts and Business Analysts.Collaborate with Data Analytics teams to integrate advanced insights into process and business reporting.Work closely with operations and customer service teams to ensure insights lead to meaningful improvements.Ensure timely and accurate reporting to leadership, supporting strategic planning.