Contact Center Analyst

Essential Job Duties and Responsibilities

Real-Time Campaign Monitoring & Staffing

• Monitor multiple contact center campaigns in real time using ACD, dialer, and workforce management (WFM) platforms to track service levels, adherence, and performance against daily goals.
• Proactively identify staffing gaps, queue backups, or performance shortfalls during the day and take immediate corrective action.
• Move and reallocate agents between campaigns and queues throughout the day to balance workload and achieve service level agreements (SLAs) and productivity targets.

Reporting, Performance Analysis & Communication

• Build, maintain, and distribute daily, weekly, and monthly reports on campaign performance, agent productivity, adherence, and key contact center metrics.
• Analyze performance data to identify trends, root causes of shortfalls, and opportunities for improvement; summarize findings for management.
• Prepare and present daily performance summaries and dashboards to contact center leadership.
• Partner with team leads, supervisors, and operations managers to communicate real-time performance issues and staffing adjustments.

Workforce Management Support & Documentation

• Support forecasting, scheduling, and intraday management processes in partnership with the Workforce Management team.
• Maintain clear documentation of campaign configurations, reporting logic, and standard operating procedures.

Technology Administration & Support

• Administer and troubleshoot day-to-day issues with contact center technology (ACD, dialer, IVR, WFM, and reporting tools) to ensure system uptime and accurate data capture.
• Escalate technical or system issues affecting operations to IT or vendor support as needed, and track resolution.

Required Skills, Knowledge and Abilities

• 1-3 years of experience in a contact center environment preferred, with exposure to real-time monitoring, workforce management, or operations/reporting analysis.
• Working knowledge of contact center technology platforms (e.g., ACD, dialer, IVR, and WFM systems such as NICE, Verint, Genesys, or similar).
• Strong Microsoft Excel skills, including building and maintaining reports and dashboards; familiarity with Power BI or similar BI tools is a plus.
• Strong analytical skills with the ability to translate data into clear, actionable insights.
• Excellent attention to detail and the ability to manage competing priorities in a fast-paced, metrics-driven environment.
• Strong written and verbal communication skills.
• Ability to make quick, sound decisions under pressure with minimal supervision.

Compensation

$28.85-$38.46 per hour

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.

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