Sr Customer Operations Analyst

Salary Range:  $70,000-$90,000 Job Posting End Date: August 6, 2026   We’ve Got You Under Our Wing We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all… The Aflac Way . Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.   Worker Designation – This role is an onsite role. You will be required to work at the PSA in Columbus, GA during your set working schedule.   What does it take to be successful at Aflac?

Acting with Integrity Communicating Effectively Pursuing Self-Development Serving Customers Supporting Change Supporting Organizational Goals Working with Diverse Populations

What does it take to be successful in this role?

Strong analytical and problem-solving skills with the ability to interpret multiple datasets Strong proficiency in reporting and visualization tools (e.g., excel, Power BI, Tableau, or similar) Solid understanding of KPI design, metric governance, and performance management Experience with staffing models, volume forecasting, and productivity analysis Able to translate data into clear insights and recommendations for both technical and nontechnical audiences Strong attention to detail and commitment to data accuracy and integrity Effective communication and stakeholder management skills Ability to manage multiple priorities in a fast-paced environment Proficiency in SQL, or similar data query tools

Education & Experience Required

Bachelor’s degree in business, Analytics or related field 3+ years of workforce planning, data analysis, business intelligence or related field

Or an equivalent combination of education and experience   Education & Experience Preferred

SQL Certification Experience supporting Customer Operations, Customer Service, or Contact Center analytics

Principal Duties & Responsibilities

Design, develop, and maintain recurring and ad hoc reports, dashboards, and key performance indicator (KPI) scorecards to monitor customer operations performance Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls Analyze staffing, workload, and volume trends to support capacity planning and forecasting Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity Identify automation opportunities to streamline reporting processes and improve data availability Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation (managed by the CDO), ensuring adherence to Enterprise Data Governance policies Perform other related duties as required

Total Rewards The salary range for this job is $70,000 to $90,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer