Contact Center Analyst

📋 Description

• Monitor multiple contact center campaigns in real time using ACD, dialer, and workforce management
• Proactively identify staffing gaps, queue backups, or performance shortfalls during the day and
• Move and reallocate agents between campaigns and queues throughout the day to balance workload and
• Build, maintain, and distribute daily, weekly, and monthly reports on campaign performance, agent
• Analyze performance data to identify trends, root causes of shortfalls, and opportunities for
• Prepare and present daily performance summaries and dashboards to contact center leadership.

🎯 Requirements

• 1-3 years of experience in a contact center environment preferred, with exposure to real-time
• Working knowledge of contact center technology platforms (e.g., ACD, dialer, IVR, and WFM systems
• Strong Microsoft Excel skills, including building and maintaining reports and dashboards
• 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
• Strong written and verbal communication skills.

🎁 Benefits

• Compensation: $28.85-$38.46 per hour