Contact Center Analyst

About the Role

The Contact Center Analyst plays a key role in driving operational excellence across the contact center. This position supports workforce management (WFM), reporting, analytics, and workflow optimization to enhance efficiency, improve customer experience, and enable data-driven decision making.

The ideal candidate is analytical, detail-oriented, and proactive in identifying opportunities for continuous improvement within contact center operations.

Key Responsibilities

Workforce Management & Operational Support

• Manage and support WFM functions including forecasting, scheduling, real-time monitoring, and staffing analysis
• Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other operational metrics
• Partner with leadership to optimize staffing models and improve operational efficiency
• Monitor intraday performance and recommend adjustments to meet service level goals

Reporting & Analytics

• Reporting & Analytics Develop, maintain, and distribute operational reports, dashboards, and KPI scorecards
• Analyze data to identify trends, root causes, and opportunities for improvement
• Provide actionable insights and recommendations to leadership
• Support monthly, quarterly, and ad hoc business reviews with data analysis and reporting
• Ensure accuracy, consistency, and data integrity across reporting

Process Improvement & Workflow Optimization

• Evaluate current workflows and operational processes to identify inefficiencies
• Recommend and implement process improvements that enhance productivity, stakeholder experience, and quality outcomes
• Collaborate cross-functionally to streamline processes and reduce operational friction
• Support system enhancement initiatives as needed

Collaboration & Communication

• Partner with contact center leaders, operations, training teams, and other stakeholders to support strategic initiatives
• Present findings and recommendations clearly to leadership
• Serve as a resource for operational reporting, analytics, and workforce planning

Required Qualifications

• 4+ years of experience in contact center operations, workforce management, business analytics, or reporting
• Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics)
• Experience with workforce management platforms and reporting tools
• Strong analytical and critical-thinking skills
• Experience with contact center platforms and KPI analysis
• Excellent organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience with Power BI, Tableau, or similar data visualization tools
• Experience supporting continuous improvement initiatives

Education

• Bachelor’s degree in Business, Analytics, Operations, or a related field preferred
• Equivalent work experience will be considered