Workforce Management Operations Analyst Jobs in Tennessee

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible. Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and detail-oriented Junior Operations Analyst to support the operational performance and continuous improvement efforts of our Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an analytical, curious, and organized early-career professional with a foundational understanding of call center or service operations, a passion for data and process improvement, and a strong desire to grow within a dynamic government services environment. They bring strong attention to detail, effective communication skills, and a collaborative work ethic that contributes positively to the team. The ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement. The Junior Operations Analyst will support the Call Center Operations Manager and program leadership team in monitoring, analyzing, and reporting on the operational performance of the Call Center. This individual will assist in collecting and interpreting performance data, identifying trends, supporting process improvement initiatives, and preparing reports and briefing materials for internal and customer-facing audiences. Principal responsibilities will include but are not limited to: * Assist in the collection, organization, and analysis of call center operational data including call volumes, ticket trends, handle times, resolution rates, SLA compliance, and customer satisfaction scores. * Support the development and maintenance of performance dashboards, scorecards, and recurring operational reports for use by program leadership and government stakeholders. * Monitor daily and weekly call center performance metrics, flagging anomalies, trends, or areas of concern to the Call Center Operations Manager for review and action. * Assist in the preparation of customer-facing deliverables including monthly performance reports, data summaries, and briefing materials, ensuring accuracy and timeliness of all submissions. * Support continuous process improvement initiatives by conducting research, gathering operational data, documenting current-state processes, and assisting in the development of improvement recommendations. * Assist in the development and maintenance of standard operating procedures (SOPs), knowledge base articles, and operational documentation to ensure accuracy and currency. * Coordinate with call center supervisors and team leads to gather operational inputs, validate data accuracy, and support the resolution of reporting discrepancies. * Assist in the management and tracking of action items, risk logs, and issue registers, ensuring follow-up activities are documented and completed in a timely manner. * Support workforce management activities by assisting in the analysis of staffing data, schedule adherence reports, and attendance tracking to identify coverage trends and gaps. * Participate in team meetings, operational reviews, and customer briefings, taking notes, tracking action items, and distributing meeting summaries as directed. * Assist in the onboarding of new staff by supporting the preparation of training materials, orientation schedules, and access request coordination. * Respond to ad hoc data requests and analytical tasks from program leadership in a timely and accurate manner. * Maintain organized and up-to-date program files, records, and documentation repositories in accordance with program standards and contractual requirements. Education and Experience: Required: * Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree. * 1+ years of experience in an operations, analytics, administrative support, or call center environment. * Demonstrated ability to collect, organize, and present data in a clear and meaningful format. Preferred : * Prior experience supporting operations or analytics functions within a federal government contracting environment. * Familiarity with IT call center or service desk operations, including exposure to ITSM platforms and SLA-driven performance environments. * Experience supporting the preparation of reports or briefing materials for management or customer audiences. Required Skills and Competencies: * Strong communication skills in English - both written and oral - with the ability to present data findings and operational updates clearly to both technical and non-technical audiences. * Foundational analytical skills with the ability to collect, organize, and interpret operational data to support informed decision-making. * Proficiency in Microsoft Office Suite, with particular emphasis on Microsoft Excel for data organization, basic analysis, and reporting, and Microsoft PowerPoint for the preparation of briefing materials. * Proficiency in collaboration tools such as Microsoft Teams and SharePoint for document management and team communication. * Strong attention to detail with a commitment to accuracy and quality in all data collection, reporting, and documentation tasks. * Demonstrated ability to manage multiple assignments simultaneously, prioritize effectively, and meet deadlines in a fast-paced operational environment. * Strong organizational skills with the ability to maintain well-structured records, files, and documentation repositories. * Collaborative and team-oriented work style with the ability to work effectively under the direction of senior staff and program leadership. * Willingness to learn new tools, platforms, and operational methodologies in support of program objectives. * Ability to obtain and maintain a government security clearance as required. Desired Skills and Competencies: * Active government security clearance (Secret or higher). * Familiarity with Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems. * Basic familiarity with data visualization tools such as Microsoft Power BI, Tableau, or equivalent platforms. * ITIL Foundation certification or demonstrated familiarity with ITIL service management concepts. * Experience supporting process improvement or quality assurance initiatives within a call center or operations environment. * Familiarity with federal IT governance frameworks and reporting requirements. * Basic understanding of workforce management concepts and tools used in a call center environment. * Experience with project tracking or task management tools such as Microsoft Project, Jira, Smartsheet, or equivalent platforms. * CompTIA A+ or equivalent entry-level IT certification demonstrating foundational knowledge. Our Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352