Digital Operations Analyst I

Welcome to Love’s! Our Customer Service team is looking for a Digital Operations Analyst I to support contact center operations through reporting, business process analysis, system configuration, testing, documentation, and continuous improvement initiatives. This role involves assisting with operational reporting, user acceptance testing, requirements gathering, workflow configuration, and issue resolution to advance business goals and improve both customer and employee experiences. This position requires onsite presence in Oklahoma City five days per week. Job Functions:

• Create, maintain, and distribute operational reports, dashboards, scorecards, and performance metrics to support business decision-making.
• Monitor data quality, reporting accuracy, and metric consistency; identify and communicate discrepancies to appropriate stakeholders.
• Assist with testing, validation, and business acceptance of contact center workflows, IVR changes, and business system enhancements.
• Gather, document, and maintain business requirements, process flows, and functional specifications for operational initiatives and system improvements.
• Perform user acceptance testing (UAT), validate results, and document findings for system updates, releases, and enhancements.
• Partner with Technology teams to support implementation activities, troubleshoot issues, and validate that system functionality meets business requirements.
• Document operational processes, workflows, procedures, system configurations, and change impacts.
• Research and resolve reporting, configuration, and application issues within established procedures, escalating when appropriate.
• Collaborate with cross-functional business partners to identify opportunities for operational efficiencies and process improvements.
• Support project activities through data analysis, documentation, stakeholder communication, testing, and implementation support.
• Contribute to continuous improvement efforts that enhance operational performance, reporting visibility, and customer experience.
• Perform other duties as assigned., * Works on defined assignments and operational initiatives under the guidance of senior team members.
• Supports reporting, business analysis, requirements gathering, testing, documentation, configuration, and process improvement activities.
• Serves as a business partner to operational stakeholders and collaborates with Technology teams to support system enhancements and operational solutions.
• Contributes to improved operational visibility, process efficiency, customer experience, and business decision-making through accurate reporting and analysis.
• Exercises independent judgment within established procedures while developing business, operational, and technical knowledge.
• Has responsibility for supporting business processes and operational outcomes rather than designing, developing, or maintaining software applications

Typical Physical Demands:

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting of up to 25 pounds.
• Manual dexterity sufficient to operate a computer keyboard and calculator.
• Requires normal range of hearing and vision.

Our Culture: Fueling customers’ journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture. Love’s is an Equal Opportunity Employer. Veterans encouraged to apply.

• High school diploma required; Bachelor’s degree preferred
• Equivalent combination of education, training, and experience may be considered
• 0-2 years of experience in reporting, analytics, contact center technology, automation, or related field.
• Prior exposure to customer service, help desk, or contact center operations preferred.

Skills

• Basic understanding of contact center operations, customer service processes, and business workflows.
• Experience with reporting and data visualization tools such as Power BI, Tableau, or similar platforms.
• Strong analytical, problem-solving, and critical thinking skills.
• Ability to gather, organize, and document business requirements and process information.
• Knowledge of testing methodologies, issue tracking, and quality assurance processes.
• Experience with workflow configuration and business application support preferred.
• Process mapping, documentation, and continuous improvement skills.
• Strong written, verbal, and interpersonal communication skills.
• Ability to effectively collaborate with both business stakeholders and Technology teams.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to learn new systems, processes, and technologies while following established standards and procedures.