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Location

Charleston - 997 Morrison Drive, Suite 402

Business

Our Growth, Your Opportunity

At Maymont Homes, our success starts with putting residents first. We’re expanding to bring clean, safe, attractive, and affordable housing to more families across new markets. With over 20,000 homes, multiple build-to-rent communities, and more on the horizon, we’re not just a leader in the single-family rental space, we’re a company that truly cares about the people and communities we serve.

As a division of Brookfield, Maymont Homes is growing fast and making an impact. Join us to shape a brighter future for our residents while advancing your career with a purpose-driven team.

Job Description

Primary Responsibilities: The Operations Business Analyst is responsible for supporting the performance, reporting, and optimization of our telephony and IVR platforms. This role bridges operations, IT, and business stakeholders to analyze workflows, identify pain points, and deliver actionable insights that improve agent performance, customer experience, and system efficiency. You’ll gather and interpret data, manage reporting tools, support technology initiatives, and ensure business needs are met with scalable solutions.

Skills & Competencies:

+ 4+ years of experience analyzing operational workflows and system data in a fast-paced, multi-department environment.

+ Strong understanding of telephony systems (Five9 or similar) and call center operations.

+ Excellent communication skills with the ability to convey complex data and insights to technical and non-technical audiences.

+ Exceptional attention to detail, organizational skills, and ability to manage multiple projects simultaneously.

+ Skilled in creating and interpreting performance dashboards and reports (Excel, Power BI, or equivalent).

+ Strong critical thinking and problem-solving abilities; proactive in identifying gaps and recommending solutions.

+ Comfortable collaborating cross-functionally with Operations, IT, HR, and leadership.

+ Familiarity with real estate, property management, or customer service operations is preferred.

+ Ability to work with professionalism, confidentiality, and independence.

Essential Job Functions:

+ Partner with business and IT teams to define operational needs and translate them into technical requirements for enhancements, configurations, or IT support tickets.

+ Support the design and optimization of IVR configurations, call routing logic, and workflows to improve customer and agent experience.

+ Analyze telephony system performance and agent efficiency using operational data to identify trends and recommend process or system improvements.

+ Develop and maintain recurring dashboards and ad-hoc reports to track KPIs, uncover trends, and provide insights to business leaders.

+ Collaborate with IT to monitor data integrations and resolve technical issues affecting systems, reports, or platform performance.

+ Identify opportunities for automation, operational efficiency, and improved reporting strategies.

+ Facilitate discussions with stakeholders to understand business challenges, recommend solutions, and track progress through implementation.

+ Partner cross-functionally on system improvements, data integrations, and workflow enhancements driven by business needs.

Key Metrics & Responsibilities:

+ Deliver accurate and timely reporting on telephony and IVR performance metrics.

+ Provide actionable insights that improve call handling efficiency, agent performance, and customer satisfaction.

+ Monitor and analyze call volume, service levels, and cost-per-call trends to identify opportunities for process and cost optimization.

+ Partner with leadership to develop and track KPIs that measure operational effectiveness and service delivery improvements.

+ Drive cross-departmental initiatives that enhance system reliability, reduce manual work, and streamline workflows.

+ Demonstrate measurable impact through data-informed recommendations that improve response times, resource allocation, and customer outcomes.

+ Maintain consistent follow-through and accountability in managing deliverables and communicating progress to stakeholders.

Why work for Maymont Homes ​?

Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT

At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 390 million square feet of real estate across the globe. It’s a feat that wouldn’t be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don’t simply meet the needs of our tenants, residents, and communities — but exceed them, every day.