Call Center Analyst

Job Summary

A company is looking for a Call Center Analyst to optimize call center performance through analytical and operational coordination.

Key Responsibilities

• Partner with leadership to adjust staffing for improved customer experience
• Create and maintain schedules for Customer Service staff to meet service level goals
• Monitor call center activity and recommend immediate staffing adjustments as needed

Required Qualifications

• Associate's Degree or relevant Technical certification or two (2) years of work experience
• Two (2) years of call center forecasting and scheduling experience
• Three (3) years of customer service experience
• Experience with Workforce Management software or in the healthcare field
• Previous experience in data analysis and reporting