Computer Aid, Inc.

  • Junior Operations Analyst / Admin

    Location US-DE-Newark
    Employment Type
    Experience Level
  • Position Description/Responsibilities (CCC/Vendor)

    As an Operations Analyst, the selected candidate will work as a member of our Professional Services (PS) Team within CAI's Service Desk in Newark, DE.


    Through the use of industry knowledge and data analytics, CAI Professional Services offers unmatched value to customers by seeking to increase operational efficiencies and enhance service quality. In this role, the candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed by meaningful recommendations to help our customers meet their operational objectives. These typically include, but are not limited to the following:



    Calculate and track actual client cost per transaction

    Analyze processes and factors contributing to those costs

    Build models to offer alternatives to reduce costs

    Enhance internal processes to increase team effectiveness



    Develop and review client metrics to compare against industry standards

    Learn client’s environment and related IT support business objectives, and offer suggestions to increase client quality of service

    Execute project-based support and consulting activities



    Develop and implement meaningful Customer Satisfaction measurement systems

    Analyze the results of these programs and compare against objectives

    Offer suggestions to improve Customer Satisfaction

    Position Requirements/Technical Skills (CCC/Vendor)

    Experience/Education - Preferred: 

    • Associate’s or Bachelor’s Degree in Math or Statistics, or related analytical study or experience



    Skills - Required: 

    • Inquisitive
    • Analytical
    • Problem solver
    • Ability to anticipate
    • Strong communication skills (both written and oral, and ability to work well with peers and clients)
    • Organized


    Technical Skills – Preferred:

    • Strong MS Office skills, especially Excel


    Other Requirements:

    • Strong attention to detail
    • Excellent work ethic; self-motivated
    • Fast learner
    • Ability to anticipate, plan, and prioritize for varying workload levels
    • Ability to work independently without supervision
    • Team-oriented
    • Work experience in a Call Center, Service Desk, or similar support environment (preferred)

    Company Overview (CCC Only)

    Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. 
    CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
    Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.
    CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

    For more information on our professionals, services, and industries we support, please see our website

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