Operations Analyst (Jr)
The Junior Operations Analyst supports the operational performance and continuous improvement of a government call center by collecting, analyzing, and reporting on key performance metrics. This role involves preparing reports and dashboards, assisting in process improvement initiatives, maintaining operational documentation, and collaborating with leadership and teams to ensure efficient call center operations. The position requires strong analytical, communication, and organizational skills, with a focus on data-driven decision-making within a government services environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Operations Analyst (Jr) — Nashville, TN
Confidential Client is seeking a driven, early-career Operations Analyst (Jr) to support call center performance, reporting, and continuous improvement initiatives. This full-time role is based in Nashville, TN and offers hands-on experience in operations analytics, dashboarding, and process improvement within an IT services environment.
What You’ll Do
- Assist in the collection, organization, and analysis of call center operational data (call volumes, ticket trends, handle times, resolution rates, SLA compliance, CSAT).
- Support development and maintenance of performance dashboards, scorecards, and recurring operational reports for leadership and government stakeholders.
- Monitor daily/weekly metrics, flag anomalies and trends, and escalate items for action.
- Prepare accurate customer-facing deliverables including monthly performance reports, data summaries, and briefing materials.
- Conduct research and document current-state processes to support continuous process improvement efforts.
- Develop and maintain SOPs, knowledge-base articles, and operational documentation.
- Coordinate with supervisors and team leads to validate data accuracy and resolve reporting discrepancies.
- Track action items, risk logs, and issue registers to ensure timely follow-up and closure.
- Support workforce management activities by assisting with staffing data analysis, schedule adherence, and attendance tracking.
- Attend operational reviews and customer briefings; take notes, track actions, and distribute summaries.
- Assist onboarding by preparing training materials, orientation schedules, and access requests.
- Respond to ad hoc data and reporting requests from program leadership in a timely manner.
- Maintain organized program files and documentation repositories in accordance with program standards.
Qualifications
- Bachelor’s degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field — or equivalent relevant experience.
- 1+ years of experience in operations, analytics, administrative support, or a call center environment.
- Proven ability to collect, organize, and present data clearly and accurately.
Required Skills & Competencies
- Strong written and verbal communication skills in English; ability to present findings to technical and non-technical audiences.
- Foundational analytical skills for collecting, organizing, and interpreting operational data.
- Proficiency with Microsoft Office, especially Excel (data organization/basic analysis) and PowerPoint (briefing materials).
- Experience with collaboration tools such as Microsoft Teams and SharePoint.
- High attention to detail and commitment to data accuracy and quality.
- Ability to manage multiple assignments, prioritize, and meet deadlines in a fast-paced environment.
- Strong organizational skills and record-keeping practices.
- Team-oriented and able to work under direction of senior staff.
- Willingness and ability to obtain/maintain a government security clearance as required.
Preferred / Desired Skills
- Active government security clearance (Secret or higher).
- Familiarity with ITSM platforms (ServiceNow, Remedy) or ticketing/workflow systems.
- Basic knowledge of data visualization tools (Power BI, Tableau).
- ITIL Foundation certification or familiarity with ITIL concepts.
- Experience with workforce management concepts and tools.
- Experience with project/task tracking tools (Jira, Smartsheet, Microsoft Project).
- CompTIA A+ or comparable entry-level IT certification.
- Prior experience supporting operations/analytics in federal contracting or SLA-driven environments.
Compensation & Benefits
- Estimated base salary: $53,843 per year (estimated).
- Benefits include medical, dental, and vision insurance; 401(k); paid time off; paid parental leave; life & disability insurance; flexible spending accounts; commuter benefits; tuition reimbursement (benefits depend on role and eligibility).
About the Client
Confidential Client is a provider of IT services and mission-support solutions to government customers. This role supports a call center operation servicing government clients in the Nashville, TN area. Employment will be directly with the Confidential Client.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
Negotiate a higher salary! Check the salary ranges for this job type in your area.
View My Salary Range