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Robert Half Logo Robert Half · IT - Administration

Business Operations Analyst II

United States, Providence Employment contract · Job Posted April 23, 2026
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Job Description

The Business Operations Analyst II supports customer service operations by delivering reliable operational analysis, performance reporting, and insights within a regulated utility environment. With moderate autonomy, this role analyzes customer service data, monitors operational and compliance driven KPIs, and maintains established dashboards and reporting solutions to support day to day operations, forecasting, and staffing decisions. The analyst partners with business and technical stakeholders to identify trends, risks, and root causes affecting service delivery while ensuring data accuracy, documentation, and regulatory readiness across reporting and analytics.

Job Responsibility

  • Analyze customer services operational data including call volume, handle time, service levels, backlog, billing accuracy and 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, efficiency and compliance
  • Identify trends, risks and root causes impacting customer performance and service delivery
  • Partner with business stakeholders to translate operational needs into analytical requirements
  • Perform adhoc analyses in support of customer service operations performance monitoring and continuous improvement
  • Ensure accuracy, consistency and transparency of reporting and documentation
  • Assist with data preparation for regulatory reporting or audits related to customer service performance

Requirements

  • Bachelors degree preferably 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 and Power BI Report Builder
  • Proficiency in SQL for querying, validating and analyzing data across multiple datasets
  • Advanced Excel skills (pivot tables, formulas, data validation and analysis)
  • Experience working with operational KPIs and performance management metrics
  • Ability to update and maintain existing reports and analytical queries to support 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 experience collaborating with cross functional business and technical stakeholders

What we offer

  • Medical
  • Vision
  • Dental
  • Life and disability insurance
  • 401(k) plan
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