Call Center Analyst
7 days ago
Fort Lauderdale
Job DescriptionCall Center Analyst Position Overview The Call Center Analyst plays a critical role in supporting a high-volume, performance-driven call center by providing data analysis, performance insights, reporting, and operational optimization. This role is responsible for monitoring key performance indicators (KPIs), evaluating trends, identifying productivity gaps, and generating actionable recommendations that improve agent performance, contact outcomes, compliance, and overall revenue results. This position requires strong analytical skills, a deep understanding of call center metrics, and expertise working with omni-channel dialing environments in the financial services and debt-relief industry. This position is located in the corporate office – in Plantation, FL. Call Center Analyst Key Responsibilities and Data Monitoring & Performance Analytics • Track and analyze daily, weekly, and monthly KPIs including contact rates, conversion rates, enrollments, QA scores, occupancy, utilization, and AHT., • Produce dashboards and reports that highlight performance trends at the agent, team, and program level., • Evaluate dialing results and lead source performance to optimize contact strategies and maximize ROI.Call Center Analyst Operational Insight & Optimization, • Identify operational bottlenecks and provide data-driven recommendations to improve sales performance and customer experience., • Support leadership with insights on staffing, scheduling, occupancy trends, and workflow efficiency., • Analyze effectiveness of scripts, call flows, and outbound campaigns to support continuous improvement.Call Center Analyst Quality, Compliance & Risk Monitoring, • Monitor QA compliance results and identify patterns that require process updates or additional coaching., • Partner with QA, Compliance, and Training to ensure regulatory adherence (TCPA, FDCPA, CFPB, state regulations)., • Track call dispositions and workflow adherence to ensure consistent execution.Call Center Analyst Cross-Functional Collaboration, • Work closely with Operations, Sales, Marketing, QA, and IT to align performance improvements with organizational goals., • Support implementation of new dialing strategies, lead routing logic, and campaign configurations., • Participate in cross-functional projects such as new product launches, system enhancements, or workflow redesigns.Call Center Analyst Reporting & Tools, • Build and maintain reports using platforms such as Five9, Ytel, RingCentral, Convoso, LeadsPedia, Salesforce/Zoho, and internal BI tools., • Provide leadership with regular performance summaries and actionable insights., • Validate report accuracy and ensure all data sources are reliable and consistent.Call Center Analyst Qualifications Required, • 3+ years’ experience in call center analytics, reporting, or performance optimization role., • Strong proficiency in call center KPIs, dialer reporting, and outbound campaign metrics., • Experience in financial services or debt-relief environment preferred., • Experience working with Nice inContact, API (Building API’s) and AI, • Advanced skills working with Excel and BI Dash (PowerBuilder) and Large Language Models (LLM), • 4-year college degree from an accredited collegeCall Center Analyst Reporting & Tools, • Build and maintain reports using platforms such as Nice inContact, Five9, Ytel, RingCentral, AI and internal BI tools.Keywords: LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia #LI-DNI Powered by JazzHR jgq5PYY59l