Position Summary
The Call Center Operations Analyst will be responsible for analyzing performance data, identifying operational inefficiencies, and implementing process improvements to enhance efficiency and service levels. This role requires expertise in VoIP systems, KPI development, and real-time dashboard monitoring to drive data-driven decision-making. The ideal candidate has a strong background in call center operations, performance analysis, and process optimization.
Key Responsibilities
Call Center Operations & Process Improvement
- Monitor call volume trends and operational efficiency to identify areas for improvement.
- Utilize VoIP software for call tracking, reporting, and system enhancements.
- Develop and implement policies and procedures to optimize call center efficiency.
- Identify workflow bottlenecks and recommend process improvements to enhance service delivery.
Performance Analysis, KPIs & Dashboards
- Develop and track key performance indicators (KPIs) to measure efficiency, response times, customer satisfaction, and call resolution rates.
- Create and maintain real-time dashboards to track call volume, response rates, hold times, missed calls, and other critical performance metrics.
- Analyze call center data and generate reports with actionable insights for continuous improvement.
- Establish benchmark goals and implement data-driven strategies to enhance call handling efficiency.
Customer Experience & Quality Assurance
- Establish call center best practices and scripts to ensure professional, consistent, and efficient customer interactions.
- Implement quality assurance programs, including call monitoring and feedback loops, to improve service levels.
- Identify trends in customer inquiries and recommend process enhancements to improve service delivery.
Technology & Process Optimization
- Work with IT and operations teams to enhance VoIP system performance, call routing, and reporting capabilities.
- Identify and implement automation, AI tools, or self-service options to improve efficiency and customer experience.
- Streamline workflows and reduce call wait times through continuous process improvements.
Qualifications & Requirements
- 5+ years of experience in call center operations, performance analysis, or process optimization.
- Expertise in VoIP software and call center technology.
- Proven ability to develop KPIs, track performance, and create real-time dashboards (Power BI, Tableau, or similar tools preferred).
- Strong analytical mindset with experience in data-driven decision-making and process optimization.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and call center analytics tools.
- Ability to work in a fast-paced, high-call-volume environment while maintaining excellent customer service.