The Hartford Sr. Operations Analyst in LAKE MARY, Florida

Title: Sr. Operations Analyst

Location: United States-Florida-Lake Mary

Job Number: 1801922

The Hartford's Enterprise Contact Center and Voice Organization is seeking a Sr. Operations Analyst to provide consultative telecommunication services. Our ideal candidate will support the Contact Center Operations by leveraging best practices and processes to influence performance results and business objective achievement. They will produce, review and analyze data identifying trends, patterns, impacts, and possible issues, and have the ability to utilize existing Voice/Data knowledge combined with analytical thinking to research market availability and vendor offerings. Ideal candidates will communicate findings and recommend alternatives/solutions to satisfy customer expectations both from an operational and budget perspective as well as train, educate and coach system users and colleagues in an effort to further enhance both technical and system specific knowledge.

Other responsibilities include but are not limited to:

System Administration:

Ability to administer and support systems/applications that support Contact Centers including; Call Management System, Quality Monitoring System, Computer Telephony Integration (CTI), Verint Call Recording System and Best Services Routing and Workforce Management Systems. This task may include using established Hartford guidelines for routine maintenance, system monitoring, data backups and security.


Provide telecommunication support for call recording and call routing. Participate in activities including enhancements, upgrades, backup and recovery processes, inventories, system cleanups, monitoring, testing and audits. Ability to follow and administer disaster recovery procedures, alteration of normal call routing and adherence to established test processes. Support after hours and emergency coverage. Implementation and monitoring of new call flow applications and designs, identifying and escalating issues when appropriate.

Expense Management:

Communicate information identifying possible cost effective solutions. Review current processes and procedures for possible enhancements and cost saving measures. Audit telephony invoices and charges to ensure accuracy. Support the maintaining of approved budget(s).


  • 5 experience including assignments in multiple business or technical areas.

  • Requires experience in working with cross-functional teams and demonstrated ability to influence people at a variety of levels internally and externally.

  • Demonstrated ability to initiate and deliver multiple projects/processes supporting a variety of clients within budget, on time, and to meet quality and client satisfaction metrics.

  • Previous experience driving business technology supporting Contact Center Operations.

  • Proven ability to take ownership and accountability in the development, implementation and integration of multiple complex, technology projects or processes that have broad implications for the IT and business organizations.

  • Demonstrated customer service excellence.

  • Bachelors degree or equivalent work experience.

Technology Experience:

  • Telephony infrastructure and architecture knowledge, including PBX, ACD, Server based, and VoIP.

  • Call routing, including skills based, multi-site, and CTI.

  • Management tools, including reporting, forecasting, workforce management, and quality monitoring.

  • Advanced multimedia, including email, text chat, and web calling.

  • Customer Interaction Management (CIM).

  • Call Recording.

  • Customer Relationship Management systems.

  • Self Service Applications, including IVR/VRU, speech recognition, and the web is a plus

What Else Can You Tell Me?

The Hartford is committed to the education and growth of our Information Technology Professionals. A number of IT Certifications are available to enhance your career and growth potential. IT Professionals at The Hartford may qualify for a stipend up to $1000 per year for additional certifications

Behaviors at the Hartford

  • Deliver Outcomes – Demonstrate a bias for speed and execution that serves our shareholders and customers.

  • Operate as a Team Player – Work together to drive solutions for the good of The Hartford.

  • Build Strong Partnerships – Demonstrate integrity and build trust with others.

  • Strive for Excellence – Motivate yourself and others to achieve high standards and continuously improve.Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

Job: Ops Infrastructure Sup

Primary LocationUnited States-Florida-Lake Mary

Other Locations


Job LevelIndividual Contributor

Education LevelBachelor's Degree (±16 years)

Job TypeStandard

ShiftDay Job

Employee StatusRegular

Overtime StatusExempt

TravelYes, 10 % of the Time

PostingJun 13, 2018, 10:33:16 AM

Remote Worker OptionYes

The Hartford is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. The Hartford maintains a drug-free workplace and is committed to building inclusion and leveraging diversity.