Operational Insights Specialist

The Role:

The Operational Insights Specialist is responsible for supporting daily contact center analytics and embedding generative AI tools into routine operational and reporting workflows. Applying foundational analytical skills and professional expertise, this role utilizes established AI models and prompt pipelines to process unstructured customer interaction data. You will work within defined frameworks to generate actionable reports on customer sentiment, agent performance, and operational trends for management review. Through routine data validation and prompt execution, you will help improve analytical efficiency and drive continuous service improvements across the department.

How You Will Make an Impact:

• AI Workflow Execution: Execute and monitor automated AI prompt pipelines to analyze daily contact center interaction logs, transcripts, and customer sentiment metrics
• Data Synthesis & Insights: Transform unstructured contact center data into structured summary metrics highlighting operational bottlenecks, agent performance, and emerging trends
• Dashboard Maintenance: Maintain recurring visual dashboards, executive summaries, and performance scorecards using SQL and BI platforms like Tableau or Snowflake
• Process Automation Support: Partner with contact center management to identify manual reporting tasks and apply standard AI tools to streamline routine data collection
• Prompt Validation & Quality: Audit AI-generated outputs and apply prompt refinement frameworks to ensure high analytical accuracy and minimize model hallucinations
• Cross-Functional Coordination: Coordinate with IT and Data Engineering teams to support standard data pipeline maintenance and ensure secure AI integration practices
• Team Enablement: Assist in documenting AI analytics workflows and support peer team members in adopting generative AI tools within daily analytical tasks
• Operational Reporting: Prepare and present routine trend analyses and respond promptly to ad hoc data requests from leadership to support operational decision-making

What You Bring to The Team:

• Relevant Experience: 2-3 years of experience in data analytics, business intelligence, or operational analysis, with active exposure to AI platforms or LLM workflows
• AI & Prompting Expertise: Practical experience utilizing top-tier AI models (e.g., Anthropic Claude, Google Gemini, OpenAI) and low-code/API automation tools for data processing
• Domain Knowledge: Strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms
• Technical Proficiency: Proficiency in SQL and data visualization tools (e.g., Tableau, Snowflake), with familiarity using scripting languages (Python or R) for data manipulation
• Analytical Storytelling: Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for departmental stakeholders
• Educational Foundation: Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field

What We Offer:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match

High-performing cultures aren't built in silos, they thrive on partnership. At DailyPay, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.

In our high-trust environment, we empower you to Challenge Norms. We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.

We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.