Hybrid Service Operations Analyst

at Camis Inc

• Job title: Service Operations Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Ann Arbor, United States

About the role

• Service Operations Analyst ensuring accurate billing and high-quality reporting for call center and help desk services. Collaborating across teams to lead process improvements and manage client communications.

Responsibilities

• Develop, automate, and maintain high-quality weekly, biweekly, and monthly reports for assigned clients across call center and help desk services.
• Build narrative-driven reports that translate performance data into clear business recommendations, covering call volumes, handle times, and service performance.
• Investigate and report on cross-client issues, communicating findings, impacts, and resolutions across teams.
• Direct project delivery across teams, managing workload balance and serving as the go-to resource for complex client policy questions.
• Perform comprehensive post-completion audits on project tickets to verify billing alignment and identify workflow automation opportunities.
• Oversee Call Centre dashboard management to support day-to-day operational continuity.
• Identify, scope, and lead process improvement and transition initiatives, turning operational gaps into structured projects with defined timelines and measurable outcomes.
• Manage the delivery of Service Operations projects, ensuring alignment, accountability, and progress toward departmental KPI goals.
• Lead the Service Operations segment during client status meetings, presenting SLA analysis and coordinating with internal account teams.
• Partner with Client Account Managers to develop data narratives for client discussions.
• Proactively communicate Service Operations changes to clients to ensure transparency and confidence.

Requirements

• Completion of secondary school (required); post-secondary education preferred
• 2–5 years of customer service experience
• 1–2 years of experience in data analysis, reporting, or operational support
• Strong analytical skills with the ability to transform data sets into goals and recommendations
• Excellent written and verbal communication skills in English
• Ability to apply client guidelines to a variety of real-world scenarios
• Advanced Excel skills are a strong asset
• French or Spanish language proficiency is considered an asset

Benefits

• Health and dental benefits
• RRSP matching
• Generous paid vacation
• Active Living and Camping benefit
• Transit pass subsidy
• Professional development