Contact Center Analyst Job Description
Contact center analyst
provides system analyst leadership for pillar systems such as Interactive Voice Response (IVR), Computer telephony integration (CTI), Automatic Call Distributor (ACD), call routing and queuing, customer case management systems, Softphone, call analytics and reporting platforms.
Contact Center Analyst Duties & Responsibilities
To write an effective contact center analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Oversee and maintain ACD, auto attender, IVR software, systems back-ups and control records
Responsible for management and operations of ACD/IVR supported multiple contact center systems
Creates written and online documentation to support contact center systems and oversees technical and repair issues
Responsible for capacity and budgeting of technology and disaster recovery planning to insure efficient, cost effective, and reliable contact center systems
Manage relationships with vendors' sales and field services personnel for maintenance, monitor equipment repairs and purchases, and support of contact center systems
Manage and develop custom reporting related to IVR/ACD systems
Project manage, plan and execute all telecommunication system upgrades, uploads, backups and restores for all Guest Contact Center communication systems
Responsible for identifying, resolving escalating mission critical application issues the Guest Contact Center telecommunications systems
Responsible for data analysis across multiple systems
Participates in the configuration, scripting and supports IVR software, and third party software, integrated peripheral systems, and prepares high quality documentation including ICC routing scripts, IVR call flows, and test cases
Contact Center Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Center Analyst
List any licenses or certifications required by the position: BA, PMP, CPR, ITIL, PRPC, COPC
Education for Contact Center Analyst
Typically a job would require a certain level of education.
Employers hiring for the contact center analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Computer Science, Business/Administration, Finance, Statistics, Technical, Associates, Information Technology, Management
Skills for Contact Center Analyst
Desired skills for contact center analyst include:
MS Office Applications
Human Resources processes and related systems to effectively perform responsibilities
Applications and inter-relationships with programs
Business processes
Customer needs and business requirements
SAP
Systems
ACD call center technology and reporting platforms
CTI
Call routing plans
Desired experience for contact center analyst includes:
Monitor Service Level and manage agent adherence
Schedule/reschedule all current offline activities
Develops and executes requirements through research and fact-finding combined with a basic understanding of business environment, change impact, and user needs
Independently manages smaller projects end-to-end as assigned
Performs problem resolution for complex project issues or system logic difficulties
Provides work direction for less experienced Business Analysts
Contact Center Analyst Examples
1
Contact Center Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a contact center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center analyst
- Leads the execution of testing plans
- Ensures project documentation is accurate and complete
- Provides training support and guidance to trainers and users on product/functional features
- In conjunction with manager, maintains project management plans and timelines
- In conjunction with manager, develops Call Center project management standards, guidelines, procedures and ensures their compliance
- Responsible for submitting project communication plans and overall accuracy of project related communications
- Understand full contract terms and service level agreements with all 3rd party vendors
- Create strategies to improve customer support and minimizing expense
- Create standard reporting for each contact center on predetermined KPIs
- Escalate performance issues real-time to management and 3rd party vendors
Qualifications for contact center analyst
- Demonstrated potential to manage medium to large scale projects
- Knowledge of database/data mart protocol
- This position is located in Sacramento or Merced, California
- Responsible for analyzing and forecasting call center staffing needs
- Develop and maintain forecasting models
- Responsible for analyzing current performance and proposing solution-based process assessments/change requirements
2
Contact Center Analyst Job Description
Job Description Example
Our company is looking for a contact center analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact center analyst
- Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service performance
- Utilize data findings and analysis to identify process gaps and opportunities for increased service levels
- Responsible for leading, monitoring and distributing reporting and analytics to leadership team and other business partners
- Facilitate frequent and regular meetings with leadership to maintain working relationships, ensuring data needs are met
- Quantify the impact of business initiatives by partnering with all levels of the organization
- Develops processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning
- Utilizes various call volume and AHT reports to provide updates on trends and adjustments to provide an accurate annual and monthly forecast
- Leverages and manages historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives
- Analyzes forecasting reports and methods, highlight the trends and communicate to business line leadership
- Compiles and presents short and long-term volume projections, capacity plans, staffing requirements and hiring plan recommendations to leadership on a monthly, quarterly basis, and ad hoc basis
Qualifications for contact center analyst
- Proficient in MS Office including Visio
- Experienced in IVR system design
- 1-3 years of Call Center analytics experience and/or business forecasting
- Strong analytical skills, adept data mining, data analysis and data presentation
- Ability to take initiative, seeks out root causes, and explains business performance
- Excellent oral presentation skills with the ability to demonstrate clear communication skills
3
Contact Center Analyst Job Description
Job Description Example
Our growing company is hiring for a contact center analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center analyst
- Provide suggestions and recommend solutions to possible issues with trends both positive and negative and their impacts
- Works with Management, HR & Finance to ensure model alignment with hiring/staffing efforts and to analyze and report anticipated forecast to actual volume and staffing variances
- Function as liaison with internal business partners and external partners regarding IVR strategy and management
- Drive daily outbound Genesys dialer operations
- Facilitate and operate the Genesys Predictive Dialer System including managing user profile and permissions
- Create, implement, interpret and manage all Genesys reporting
- Manage short and long term forecast planning for Genesys implementation to ensure adequate presence of resources are available to meet customer demand
- Facilitate and manage the Lead Management system including change requests, data loads, special projects, prioritization and distribution rules
- Point of contact for vendors including incident and problem management, SLA management, and quarterly business reports outlining key performance indicators that ensure alignment between the business requirements and SLA
- Create and automate repetitive steps to ensure consistency and efficiency for the team
Qualifications for contact center analyst
- Familiar with SDLC methodologies
- Ability to work within and meet deadlines
- Excellent organizational skills and the ability to balance several on-going projects simultaneously
- Able to speak both technical and business languages
- Able to manage multiple work streams and tasks
- Able to think clearly and act positively under pressure
4
Contact Center Analyst Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of contact center analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center analyst
- Recommend solutions and collaborate with our senior leadership team
- Assist in department/company projects, provide floor support as needed, provide feedback about the customer’s experience
- Minimum of 2-3 years of experience with Excellent PC skills required
- Role may require overtime based on business need
- Lead the effort to migrate each market (that undergoes insourcing or enhancements) from a warranty state to an operational state
- Transition to Production Operations support for all GCCX Contact Center Telephony / CRM / related launches
- Manage service requests (SR) prioritization with GMIT Support Center, during the Global and GMNA Contact Center Change Control Meetings
- Lead Contact Center ID management improvement process and troubleshooting ID issues
- Perform all actions related to our budget, including annual budget, close, PO tracking
- Develop and maintain annual and seasonal budgets for the Contact Center
Qualifications for contact center analyst
- 7+ years experience in call center, bank operations or related area
- High School Diploma or equivalent, 0-2 years of workforce experience preferred
- Exemplary attendance and substantial schedule flexibility with weekend commitment is required
- Knowledge in operating personal computer, including Microsoft Excel spreadsheets, Word programs and scheduling software
- Experience/ability to demonstrate understanding of Call Center operations, company, scheduling and attendance policies
- Analytical and reasoning skills to make proactive decisions amongst a fluctuating (fast-paced) call center environment
5
Contact Center Analyst Job Description
Job Description Example
Our company is looking for a contact center 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 contact center analyst
- Develop and maintain monthly financial forecasts
- Complete month end financial true ups and accruals
- Root cause analysis on forecast/budget variances (monthly/quarterly/yearly)
- Partner in the capital expense allocation process including business case development
- Participate in development and implementation of cross-functional analysis, strategy development, and data-driven reporting related to Contact Center Operations
- Provide management with analysis and insights that impact financial results
- Manage the budget process and work with third party vendors to solve payment issues
- Understanding of ROI as it relates to technology, process and other investments
- Ad-hoc analysis for real-time business decision support and project justification
- Appeasement Analysis and Insights
Qualifications for contact center analyst
- Must possess strong attention to detail and proficient accuracy attributes
- Self-motivated individual with excellent organizational, time management and prioritization skills
- Demonstrates strong mathematical and analytical skills
- Multi-tasking ability to plan, prioritize and organize data from multiple sources
- Demonstrates initiative, sound judgment and independent decision making ability
- Possesses excellent oral, written and interpersonal communication skills with the ability to effectively interact with co-workers across multiple levels of the organization with professionalism and diplomacy