Our client in Louisville, KY is seeking a Business Operations Analyst to support customer service operations within a regulated utility environment. This role delivers operational analysis, performance reporting, and insights to support day‑to‑day operations, forecasting, staffing decisions, and regulatory readiness.
With moderate autonomy, the analyst will evaluate customer service data, monitor compliance‑driven KPIs, and maintain established dashboards and reporting solutions. The role partners closely with business and technical stakeholders to identify trends, risks, and root causes impacting service delivery while ensuring data accuracy, documentation standards, and audit readiness.
Key Responsibilities:
- Collect, analyze, and report on customer service operational data, including:
- Call volume
- Average handle time
- Service levels
- Backlogs
- Billing accuracy
- Customer satisfaction metrics
- Develop and maintain dashboards, scorecards, and recurring reports for leadership and operational teams
- Monitor key performance indicators (KPIs) related to customer experience, operational efficiency, and regulatory compliance
- Identify trends, risks, and root causes affecting customer performance and service delivery
- Partner with business stakeholders to translate operational needs into analytical and reporting requirements
- Perform ad‑hoc analysis to support operational decision‑making and continuous improvement initiatives
- Ensure reporting accuracy, consistency, transparency, and proper documentation
- Assist with data preparation for regulatory and compliance‑related customer service reporting
Required Qualifications:
- Bachelor’s degree preferred in Business, Analytics, Finance, Operations, Information Systems, or a related field
- 3+ years of experience in business operations analysis, customer operations analytics, or a similar analytical role
- Strong analytical and problem‑solving skills with the ability to interpret and explain operational data
- Hands‑on experience developing and maintaining reporting solutions using data visualization tools, preferably:
- Power BI Desktop
- Power BI Report Builder
- Proficiency in SQL for data querying, validation, and analysis
- Advanced Excel skills (pivot tables, formulas, data validation, analysis)
- Experience working with operational KPIs and performance management metrics
- Ability to modify and maintain existing reports and analytical queries to meet evolving business needs
- Demonstrated ability to validate data accuracy, reconcile results, and document assumptions
- Strong written and verbal communication skills with the ability to present insights to both technical and non‑technical audiences
- Proven ability to collaborate with cross‑functional business and technical teams
EEO Policy: Allied Resources complies with all Equal Employment Opportunity (EEO) affirmative action laws and regulations. Allied Resources does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status or other status protected by law
