Job Description

The Call Center Analyst will play a key role in supporting our customer service operations by managing and optimizing our Call Center platform. This role ensures that our customer care team has the tools, AI capabilities, workforce planning, and performance insights needed to deliver excellent service. The ideal candidate will have strong analytical skills, experience with contact center KPIs, and the ability to leverage AI-driven insights to improve both customer and agent experiences.

Essential Duties and Responsibilities:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

• 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:
  o Average Handle Time (AHT)
  o First Call Resolution (FCR)
  o Customer Satisfaction Score (CSAT)
  o Service Level Agreements (SLAs)
  o 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.

Required Key Skills and Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required.

Qualifications:

• Bachelor’s degree in Business, IT, Communications, or related field OR equivalent work experience.
• 2+ years of experience in customer service, workforce management, or contact center analytics.
• Hands-on experience with Call Center (or similar CCaaS platforms).
• Strong knowledge of KPI management and reporting (AHT, FCR, CSAT, SLA metrics, and scorecards).
• Experience using AI-driven tools in customer care, including automated scorecards, call transcription, and speech/sentiment analytics.
• Experience with workforce management tools (forecasting, scheduling, adherence).
• Experience in quality monitoring across calls, emails, and chats.
• Experience managing knowledge bases, knowledge cards, or templates within a contact center platform.
• Proficiency in Excel
• Excellent communication and interpersonal skills.
• Ability to multitask, manage priorities, and work in a fast-paced environment.

Preferred Skills:

• Experience with IVR design, AI-powered call routing, and workforce optimization.
• Knowledge of CRM systems (Salesforce, etc.) and integrations with Call Center.
• Prior experience in a supervisory or team lead role in customer service.

Corporate Office: This position operates in a professional office environment. Work is typically performed in a climate-controlled setting with standard office equipment, including computers, phones, copiers, and printers. The role requires the ability to remain in a stationary position for extended periods, as well as to move throughout the office to access files, equipment, and meeting spaces. Noise levels are generally low to moderate.
The employee is expected to maintain a neat, clean, and professional workspace and follow company guidelines for workplace appearance and conduct. The role may require occasional adjustments to support business needs, such as attending in-office meetings, collaborating with colleagues onsite, or participating in video calls where professional on-camera appearance is expected.