Call Center Analyst Job Description
Call center analyst
provides prompt, professional customer service for FECA following specific guidelines on customer service or call center procedures.
Call Center Analyst Duties & Responsibilities
To write an effective call center analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included call center analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Prepare forecast and staffing analysis, including outsourcing requirements, based on actual call volumes and agent availability using Workforce Management tool and statistical trending
Track, analyze and report center and agent performance with reports from WFM Software and ACD
Own employee information changes
Own the scheduling process
Establish a statistical baseline forecast for the Golfer Care Team
Provide clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Leadership team
Use historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT
Generate accurate long-range (4-12 months) projections
Generate Daily short-range (2 weeks) projections
Appropriately forecast and account for growth due to seasonal variations and special events
Call Center Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Analyst
List any licenses or certifications required by the position: ITIL, V3, LEAN, KCS, PRPC
Education for Call Center Analyst
Typically a job would require a certain level of education.
Employers hiring for the call center analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Computer Science, Associates, Statistics, Finance, Business/Administration, Mathematics, Accounting, Engineering
Skills for Call Center Analyst
Desired skills for call center analyst include:
Products
Processes
SQL queries
Use of Service Desk Express
Active Directory
Call centers
Company guidelines
Mobility Support
Practices and procedures
Printers
Desired experience for call center analyst includes:
Able to treat all employees fairly while holding them accountable to meeting performance goals
Act with integrity and professionalism to “lead by example”
Knowledge in both IEX and AVAYA
Candidate for MBA, MS or BS with concentration in Finance, Economics, Accounting or Information Technology, graduating in December 2015 or May 2016
Individual must be a proactive, independent strategic thinker who can effectively communicate throughout varying levels of the organization
Provide direction, motivation, recognition to encourage high team morale
Call Center Analyst Examples
1
Call Center Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of call center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center analyst
- Interact with marketing and product team to ensure strong internal communications to build accurate forecasts
- Present forecast results in a clear, concise and useful way
- Lead in the effort of building staffing strategies that support multi-channel, multi-skilled Golfer Care Team
- Assist Golfer Care team leadership with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity
- Partner with the Golfer Care Team to support process improvement initiatives
- Partner with Business Intelligence team to understand the key drivers of volume (lead and marketing forecasts, outbound call volume) and incorporate into forecasting and planning
- Ensures cohesion between period and weekly level forecast and the short range daily and interval level forecasts
- Provide weekly and period level forecast and staff requirements to outsource partners
- Responsible for managing the day to day forecasting for the Golfer Care Team
- Ensure strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals
Qualifications for call center analyst
- Prepare labor budgets
- Forecasts Contact Center volumes, handle times and resource utilization requirements for a multi site and multi skilled contact center environment
- Utilize historical data along with outside input to develop agent schedules so the staffing across the enterprise will allow the business to meet or exceed service level and performance objectives
- Responsible for the administration and maintenance of the workforce management system
- Create a weekly comparison of forecasted volume vs
- Experience using Workforce planning software, ie
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Call Center Analyst Job Description
Job Description Example
Our company is hiring for a call center analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center analyst
- Track performance of a multi-year, transformation project relative to the original business case, conduct post-implementation reviews and prepare regular executive updates
- Develop strong understanding of costs and value of different purchase channels as basis for decision support
- Participate, often in a lead capacity, in ad hoc projects and other high-priority exercises
- Maintain close working relationship with Accounting
- Constructs monthly monitoring plans for each CSR based on performance and need for improvement
- Provides ongoing feedback to CSU and Training Department regarding identified performance and/or inefficiency issues, training opportunities, and recommended system and process modifications
- Completes special projects and research as requested by management
- This position will support the IVR application
- Lead requirements gathering for IVR systems reporting and analysis
- Generates system reports and outcomes in order to determine system behavior, troubleshooting, and suggested enhancements and improvements
Qualifications for call center analyst
- Ability to work independently, efficiently and accurately
- Bachelor's Degree, preferably with concentration in statistics, finance or business intelligence
- Knowledge of Inbound Call Center business practices and Speech Analytics applications preferred
- Minimum of two years of experience, database mining, statistical analysis and/or business/operational analytical skills (advanced MS Excel, SQL and mainframe querying skills)
- Strong ability to develop and communicate business analysis and recommendations to all levels within the organization
- Ability to work with independently and in a team environments with changing priorities
3
Call Center Analyst Job Description
Job Description Example
Our company is looking for a call center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center analyst
- Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience
- Attend project status and planning meetings as needed
- Excellent computer skills with attention to detail to confirm systems data (tank readings, telemetry readings, planned deliveries)
- Review data to identify trends and themes
- Create and maintain recurring reporting to illustrate analysis results
- Document and communicate results of data analyses to appropriate stakeholders
- Work with data access team to secure new data sources for analysis
- Intake and conduct ad hoc analyses
- Create short-term and intermediate-term workload forecast and schedule for client services resources
- Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets
Qualifications for call center analyst
- Ability to achieve aggressive deadlines by remaining highly-organized and focused on highest-priority items
- Experience with relational databases and query tools
- Proficient in report writing and query skills such as SAS, and various word processing, spreadsheet, graphics, and database programs including Microsoft Word, Excel, Access, PowerPoint, Outlook, Visio
- Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events , AHT, volume, attendance
- Associate’s degree in related field or advanced vocational training with two to four years related experience
- Proficient user of MS Office applications including Excel, PowerPoint, and Word
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Call Center Analyst Job Description
Job Description Example
Our company is looking to fill the role of call center analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center analyst
- Prepare the Operations for impacting changes
- Coordinate action items for cross-functional teams
- Develop and execute influencing strategies
- Learn and demonstrate business acumen for assigned line of business
- Develop and maintain collaborative cross-functional relationships
- To analyze CSAT & DSAT for continuous improvement on services provided
- Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
- Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives
- Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives
- Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes
Qualifications for call center analyst
- Working knowledge of quality control in a customer interaction environment
- The ability to identify and translate process or system issues into proactive problem solving action steps
- Knowledge of any NICE QM experience
- Insurance background strongly preferred
- 3+ years experience with Cisco Unified Intelligence Suite / Center (CUIS/CUIC) is a requirement
- 1+ years Experience with XML or XSLT, SSRS, SSIS, Crystal Reports and Business Objects preferred
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Call Center Analyst Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of call center analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center analyst
- Identify technical proficiencies across the organization that could aid in streamlining processes
- Serve as contact for Service Level issues and resolution
- Keep current on business changes to ensure real time program compliance
- Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center
- On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized work efforts to achieve positive operational targeted outcomes
- Participate in the BCM awareness with the internal and external stakeholders
- Execute departmental procedures, communications, incident reports, and leverage analysis of metrics and measurements
- Communicate proactively with Operations Leadership regarding vendor team and client business status, making suggestions for corrections to any issues
- Respond to Operations requests accurately and in a timely manner
- Maintain a detailed record of activities, actions and impacts
Qualifications for call center analyst
- 2+ years experience as supervisor preferred
- Minimum three (3) years of relevant analytical/business system support experience
- Bachelor's Degree (or higher) or High School Diploma/GED with 4+ years of experience in a Desktop Reporting Analyst role
- 2+ years of experience in Reporting Analysis
- 2+ years of experience with Word, Excel, Visio, PowerPoint
- 2+ years of IVR experience