Call Center Analyst

Requirements

• Administer and configure Call Center to meet business and operational needs.
• Monitor system performance, call flows, and queue management to ensure efficiency.
• Develop, maintain, and manage Key Performance Indicators (KPIs) including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Service Level Agreements (SLAs), and AI-Powered Call Center Scorecards and performance dashboards.
• Utilize Call Center AI tools such as speech analytics, sentiment analysis, and Agent Assist to provide actionable insights and coaching opportunities.
• Identify call volume patterns, peak times, and seasonal trends to support workforce management and staffing needs.
• Manage workforce management functions, including forecasting, scheduling, and adherence monitoring across calls, emails, and chats.
• Conduct quality monitoring of interactions (calls, emails, and chats), providing insights, coaching opportunities, and ensuring compliance with quality standards.
• Manage and update Call Center Knowledge Cards and templates, ensuring content is accurate, up-to-date, and aligned with customer service best practices.
• Generate reports and provide analysis on KPIs, call patterns, workforce metrics, and AI-driven insights for leadership.
• Support and train agents on Call Center features, AI tools, knowledge cards, quality expectations, and performance standards.
• Collaborate with leadership to identify workflow improvements and enhance customer experience using data and AI insights.
• Troubleshoot system issues and coordinate with Call Center support when necessary.
• Ensure compliance with company policies and data security standards.
• Analyze customer interaction trends to provide recommendations for service improvements.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Health Insurance