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BUSINESS TEAM Open Office Meeting Women Getty 638953230 LR

Staff Operations Analyst - Remote

  • Anytown / New York Virtual / Georgia Virtual / Texas Virtual / Washington Virtual / Arizona Virtual / Illinois Virtual / Florida Virtual
  • R-94538
  • Operations Staff
  • Full Time
  • Added


As an integral part of the Customer Contact Support Telephony team, in an Agile environment, work closely with various Stakeholders to understand business needs for changes and enhancements to IVR, Call Routing, Softphone, Surveys, and related telephony functions. Create and document User Stories along with relevant Acceptance Criteria.  Develop and conduct User Acceptance test plans. Collaborate closely with Development Team during sprint cycle to ensure quality and efficiency. Provide implementation support and perform validation testing of changes. Maintain relevant documentation and provide timely communication to business and support organizations.  Perform various administrative tasks including softphone configuration changes, call allocations, hours of operation, and holiday closures. Troubleshoot production issues and provide support during outages. Fulfill various ad-hoc reporting/research requests. Support team by gathering additional details, answering business questions and coordinating collaboration with business Stakeholders to facilitate decisions.


  • Analyze high level requirements and translate them into more detailed user stories

  • Document business process, system and data flows, analyze processes and recommends improvements.

  • Facilitate short feedback cycles to learn more about user needs and adjust accordingly

  • Assess ongoing and repetitive issues and make recommendations for future system or process enhancements to increase efficiency and reduce future problems.

  • Participate in change request process and escalate changes for approval, if necessary.

  • Create and maintain process and system documentation


  • Required: Bachelor's degree in Business or Technology related field

  • Preferred Bachelor’s degree in Computer Science or related technical field



  • Demonstrated experience troubleshooting and testing software/telephony

  • Contact Center Operations, Operations Support, or IT experience

  • Working knowledge of Agile methodologies

  • Demonstrated proficiency with the following:


  • Demonstrated proficiency with the following:

    • Cisco ICM & Finesse Softphone

    • Power BI reporting

    • eGain Analytics

    • SQL

    • MS PowerPoint

    • Chat/email/chatbots

  • Related experience on Agile development teams

  • Experience using Agile backlog management tool(s), preferably Azure DevOps

  • Spanish fluency


The requirements listed below are representative of the knowledge, skills and/or abilities required.

  • Excellent communication and interpersonal skills

  • Customer-service orientation

  • Strong analytical and problem solving skills

  • Strong knowledge of Operations Analyst best practices and methodologies

  • Interest in pursuing related certifications (Agile, etc.)

  • Ability to understand technical issues at a high level

  • Well organized with rigorous attention to detail

  • Ability to work in a rapidly changing environment

  • Collaborative facilitation skills

  • Initiative

  • Time management

This is a remote position

Company Overview and Benefits

Assurant is a global provider of lifestyle and housing solutions that help leading brands grow revenue, manage risk and deliver a great experience for their customers. We protect, connect, and support over 300 million consumers worldwide, helping people get more value from their connected devices, vehicles, and homes. Assurant is a proud member of the Fortune 300, with decades of experience in the industries we serve.

For more information, please visit

Assurant is committed to providing a competitive rewards package which goes beyond the value of your paycheck. We offer an array of market-competitive benefits and resources to support your physical, emotional, financial, and social wellbeing goals. These include programs to help you invest in your financial future such as savings programs, as well as competitive health and wellbeing benefits to support you and your family.

Health Coverage Starting Day One: We offer competitive health and wellbeing benefits to support you and your family. You can choose from a range of health and dental plan options, as well as health plan accounts.

Disability and Life Insurance: We provide short- and long-term disability insurance, life and accidental death and dismemberment insurance.

Retirement: Assurant offers retirement savings plans globally. U.S. based employees are offered a 401(k) plan in which Assurant matches 100% of every dollar contributed, up to 6 percent of eligible pay.

Employee Stock Purchase Plan: Assurant’s Employee Stock Purchase Plan (ESPP) allows employees to purchase shares of Assurant, Inc. stock at a 10 percent discount with funds contributed through after-tax payroll deductions.

Career Development: Assurant offers a variety of internal courses, workshops, special projects, coaching and mentoring programs. Tuition reimbursement and other professional enrichment opportunities are also available to encourage continuous learning.

Work-Life Balance: We strive to provide a work environment that encourages work/life balance. Options depend on job responsibilities and may include flexible work schedules, telework, paid time off and part-time employment.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state or local law.

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