Call Analyst Job Description
Call analyst
provides technical support and analysis on business applications that include ERP/WMS/MRP (SAP Business One), STARLIMS, Microsoft Dynamics GP and CRM, Microsoft SQL Reporting Services, Crystal Reports, and third party tools connected to (SAP HANA).
Call Analyst Duties & Responsibilities
To write an effective call analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included call analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintain advanced Forecast models using WFM tools and/or Excel
Work in accordance to company policies, procedures and standards
Participates in the creation of quality assurance policies, procedures and metrics
Documents adherence to required customer service quality standards and assigns component and overall performance scores
Provides continuous review and enhancement of established customer service quality standards
Design and develop evaluation instruments and processes for a grants review process
Conduct quality control for review process
Monitors and evaluates the quality of inbound and/or outbound telephone calls, internet interactions, mail processing and associated system documentation
Documentation and Administration of the Chase Call Routing Platform (Carrier, Genesys, PBX)
Support initiatives related to Call Routing and duties assigned by manager
Call Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Analyst
List any licenses or certifications required by the position: ITIL, V3, LEAN, CCNP, KCS, CISA, BABOK, CISCO, CCNA, CSPO
Education for Call Analyst
Typically a job would require a certain level of education.
Employers hiring for the call 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, Technical, Statistics, Finance, Business/Administration, Mathematics, Engineering
Skills for Call Analyst
Desired skills for call analyst include:
Immigration enforcement/detention functions to assess the caller's concerns
ITIL
Immigration enforcement/detention to assessing caller concerns
Measurement
Microsoft Office applications
SAP
Sasol Code of Ethics
Statistics and program evaluation
Customer care processes and techniques
Microsoft Office
Desired experience for call analyst includes:
Oversee call center work force operation by forecasting /scheduling to ensure that the Call Center is delivering a high level of customer service that meets the project’s requirements
Presenting the options will require collaboration and negotiation skills with all levels of the organization
Individual must be a proactive, independent strategic thinker than can effectively communicate throughout varying levels of the organization
Develop materials suitable for executive level presentations
Communicate to key stakeholders regarding the effectiveness of new initiatives
Review and analyze grantee financial information
Call Analyst Examples
1
Call Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of call 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 analyst
- Be the expert of existing data analysis tools in use
- Participate in new tools “proof of concepts” to determine if they should be adopted
- Processes management requests for modifications of scheduling events (meetings/training)
- Generate and automate daily, weekly, monthly, and quarterly workforce productivity and adherence reports using WFM and contact center tools
- Review and analyze grantee applications
- This position will be responsible for working with enterprise telecommunications team to ensure proper creation of and evaluating/modifying current call routing and will provide ongoing analytical support for the Sales team
- Oversee integrated Call Center Reservations P&L
- Through partnership with the business, lead the Call Center Reservations annual operating planning process monthly financial forecasting
- Through partnership with the business, lead the Call Center Reservations annual capital planning process, including responsibility for cash flow modeling of new revenue-producing initiatives
- On a monthly basis, partner with the operations team to review business results relative to Budget and Forecast, analyze and explain variances, and summarize analysis for executive consumption
Qualifications for call analyst
- 15+ years experience with financial and business analysis
- Demonstrated experience with strategic planning, budgeting, capital planning, engineering, federal regulations analysis and corporate finance
- Demonstrated experience reviewing and evaluating federal project and grant applications
- Bachelor’s degree in business or related field and three years related experience
- Act with integrity and professionalism and lead by example
- With at least 2 years of experience in margin call function experience within Financial Services industry
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Call Analyst Job Description
Job Description Example
Our growing company is hiring for a call analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call analyst
- Avoid service level breaches of tickets
- To provide an excellent customer service and value to end users
- Escalation of tickets to resolver groups when required
- Ensure customers are kept updated on progress of tickets
- Escalate issues, risks, achievements in a timely and effective manner *LI-HL1
- Work with stakeholders of IT systems to define system requirements and design approach
- Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement
- Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators
- Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective
- Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience
Qualifications for call analyst
- Experience with one of the following systems is preferred
- With at least 2 years of experience in margin experience within Financial Services industry
- Development, distribution and ownership of invoices, reports, timecard upkeep, weekly, monthly performance review decks, reporting Hub
- Making travel arrangements, arranging meetings, recognition and other site wide events
- Coordinating activities related to new employees, seat moves, schedule distribution, training room coordination and agent/supervisor assignments
- Bachelor’s degree in Accounting or Finance with a minimum of two to three years of related experience preferred
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Call Analyst Job Description
Job Description Example
Our growing company is looking for a call analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call analyst
- Provide staffing models for non-care center "support" areas, such as Call Quality, Business Risk, Recruiting, to provide recommendation for proactive hiring based on expected Retail growth model
- Build, implement, and manage workforce contingency plans
- Analyze historical workforce key metrics, activities, performance, contact volumes and patterns to accurately project contact volumes and create schedules and forecast plans
- Collaborate with client services management team and department leaders to build and refine event-based forecast models based on business drivers (contact volumes, software releases, industry startup)
- Work with client services management team to increase employee productivity by monitoring real time adherence and metrics (schedules, call times and break times)
- Generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, breaks, and service levels
- Collaborate with operational excellence analyst to identify opportunities to improve overall accuracy and productivity through automation and process improvement
- Regularly review forecast results, analysis, and recommendations on staffing strategies with client services management team
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
- Works closely with staff responsible for creating new Inbound Queues and Outbound Campaigns
Qualifications for call analyst
- Proficient in MS Software, specifically Excel
- Progressive Finance experience with demonstrated success in financial modeling and FP&A
- Superior demonstration of initiative, passion and drive
- Individual should demonstrate a natural curiosity around business results and orient to understanding the “why” behind the numbers
- Ability to zoom in and out of detail, understanding technical nuances while also being able to frame the big picture for senior-level stakeholders
- Multi-task, handling a variety of duties
4
Call Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of call analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call analyst
- Discover and recommend business opportunities through data analysis and design experiments to test them
- Present your findings and insights to Call Center leadership and key stakeholders across our Supply Chain
- Perform ad-hoc analyses to support optimization and company vision
- Complete post-mortem analysis to highlight areas of opportunities and planning adjustments
- Monthly meetings with each plan to ensure all required information is up to date
- Monthly meetings with each plan to ensure effective forecasting efforts
- Weekly, or biweekly meetings with each plan to provide guidance and opportunities for improvement, or kudos
- Development and evolve long term staffing models which forecast volume (inbound/outbound/back office), productivity, shrinkage, and attrition to produce hiring forecast that effectively manages Care Center payroll while meeting all Client contractual service level agreements and Net Credit Loss goals
- Facilitate monthly business review that communicate long term staffing plans to functional area leadership, identifying risks and developing mitigation strategies
- Develop production level annual budgets for all LOB in the Retail Care Centers (Customer Care, Collections, Risk Ops, and Global Support)
Qualifications for call analyst
- Experience in commercial real estate underwriting and/or closing and a familiarity with loan closing documentation
- On the job as required
- 2+ years of field experience in archaeological survey and reconnaissance
- 1+ year previous experience in a service desk / call centre environment troubleshooting IT technical issues
- Experience using Citrix
- Experience in providing email support
5
Call Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of call 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 analyst
- Collaborate with Recruiting and Training to ensure flawless executing of hiring plan
- Develops business solutions to satisfy project goals and objectives
- Conducts problem solving resolution and decision making sessions for issues and projects
- Utilizes Workforce Management platforms for intraday traffic management, forecasting, scheduling, and reporting
- Oversee all real-time and intra-day activities to ensure operational goals are met
- Provide real-time support by monitoring actual call volume to forecast, intra-day interval compliance, real-time shrinkage/expectation management and agent's AHT's (ATT, ACW, Hold Time) against goals
- Perform Immediate and post mortem root cause analysis on Service Level misses and forecast variances
- Implements real time action plans to insure operational performance
- Coordinate with other support and business areas to best schedule activities and events that will impact operational capacity through volume or workload
- Produce schedules needed to satisfy interval forecasts and analyzes requests for schedule adjustments, maintaining an appropriate balance between business and associate needs
Qualifications for call analyst
- Perform in-depth analysis and provide recommendations into key performance metrics
- Intermediate knowledge of SQL, SSRS, SSAS, ODS, EDW, and/or other data collection presentment applications preferred
- 5+ years in an information technology Business Analyst consulting role, delivering projects to multiple clients
- 3+ years implementing, configuring and administering Nice Call Recording
- Some Knowledge of UCCE CVP/Call Routing application, Call/Contact Center Technology, Voice Technology Integration, Call Flow Analysis, Business Requirement Development
- Bachelor’s degree or a minimum of 4 years of relevant work experience