Call Center Analyst Resume Samples

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J Morar

Johnpaul

Morar

345 Abbott Points

Los Angeles

+1 (555) 987 8841

345 Abbott Points

Los Angeles

Phone

p +1 (555) 987 8841

Experience Experience

Dallas, TX

Call Center Analyst

Dallas, TX

Cartwright and Sons

Dallas, TX

Call Center Analyst

Ongoing coaching, development, and mentoring of processing teams
Maintaining weekly and monthly work-reports
Monitoring of Call Center, Specialty Team and FAST employees to provide real time feedback as issues are identified
Develop and compile weekly and monthly reports
Assist in identifying business improvement opportunities and support selection of projects through call center analysis and prioritization against business goals
Expertise with ESS Call Center workflow, Specialty Team workflow, FAST team workflow and processes as well as Artiva and Hotkey systems as well as HOST systems including but not limited to HMS, STAR, Meditech, PULSE/DAR
Responsible for executing the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner

New York, NY

Assoc Call Center Analyst

New York, NY

Kunde-Altenwerth

New York, NY

Assoc Call Center Analyst

Analyze actual call center performance metrics and forecasting assumptions
Monitors, tracks and analyzes call center service level performance and scheduling assumptions
Review forecast accuracy, and make proactive recommendations to minimize variances
Reviews metrics with leadership team to ensure consistent quality performance
Research forecast and call volume drivers
Identifies trends and incorporates those trends into long term FTE forecasts
Recommends remediation plans where necessary

present

Boston, MA

Facility Management Call Center Analyst

Boston, MA

Conn and Sons

present

Boston, MA

Facility Management Call Center Analyst

present

Answer Emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
Operate the Macy’s Inc. Work Order Management System
Create, update, and maintain the FMCC website and FM field reports website
Perform various FMCC assignments, special projects, and other duties as assigned
Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
Issue product orders and update work orders accordingly
Prepares all FMCC procedural and training manuals

Education Education

Bachelor’s Degree in Involvement

Cornell University

Bachelor’s Degree in Involvement

Skills Skills

5 years of call center forecasting experience
Proficient in MS Word and MS PowerPoint
Highly proficient in MS Excel
Strong mathematical, analytical, communication, and organization skills
Knowledge of call center fundamentals including queuing theory, call center metrics and forecasting processes
Experience in building, analyzing, and manipulating call center capacity and statistical models
Effective verbal and written communication skills and demonstrate the ability to work well within a team
Demonstrated ability to deliver highly technical information to less technical individuals
Professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development
Proven ability to exercise sound judgment and strong problem solving skills

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11 Call Center Analyst resume templates

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Call Center Analyst Resume Examples & Samples

Bachelor's degree from an accredited college or university, preferably in Mathematics, Statistics or Business Administration
5 years of call center forecasting experience
Proficient in MS Word and MS PowerPoint
Highly proficient in MS Excel
Strong mathematical, analytical, communication, and organization skills
Knowledge of call center fundamentals including queuing theory, call center metrics and forecasting processes
Experience in building, analyzing, and manipulating call center capacity and statistical models
Effective verbal and written communication skills and demonstrate the ability to work well within a team
Demonstrated ability to deliver highly technical information to less technical individuals
Professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development
Proven time management skills are necessary. Must demonstrate the ability to manage multiple priorities, deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required
Proven ability to exercise sound judgment and strong problem solving skills
Proven ability to ask probing questions and obtain thorough and relevant information
Must be detail oriented with strong organizational and data processing skills
Proven ability to follow detailed instructions is essential, along with proven problem solving skills
Proven analytical, research and problem solving skills
Ability to learn quickly and apply learning to new situations
Flexibility to change as appropriate
Ability to effectively present information and respond to questions from senior leadership and business teams
Previous experience with ACD reporting and administration experience

Associate Workforce Call Center Analyst Resume Examples & Samples

Responsible for the successful scheduling and intra-day management of Contact Centers, with a focus on results
Work with Site leadership focusing on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, reducing variation, and focusing on cost optimization
Maintain and execute on the Workforce Vision of 'Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company'
Participate as team member or subject matter expert on projects and change initiatives
Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary
Monitor volume, Average Handle Time (AHT), and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
Create and maintain real, historical and custom reports (e.g., CMS)
Serve as the site forecasting resource, providing data and feedback to National Forecasting Team, to improve overall forecasting accuracy
Perform Ad Hoc Reporting as needed to improve overall performance of the call center, understanding drivers
Run and develop reports and templates as needed
Adjust workforce requirements based on changing / dynamic forecasts
1+ year of experience working in a call center or other operations environment, preferably in a Workforce setting
Operational knowledge of call centers
General understanding of call center systems telecom hardware
Understanding of call software tools and programming requirements
Adaptable and able to move with change while maintaining a positive attitude
Good Analytical Skills
2-year college graduate / Associates Degree or higher
Strong understanding of Excel and Access with experience in creating ad hoc reports
Experience with PBX, ACD and IVR systems
Experience with CMS modifications, vector scripting and IEX
Experience with a team that includes outbound agents

Call Center Analyst Resume Examples & Samples

Responsible for executing the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner
Manages daily contact with customers, field service engineers and sales reps ensuring adequate communication and information flow of the customer service process
Maintains all records in accordance with regulatory requirements

Facility Management Call Center Analyst Resume Examples & Samples

Support daily operation of the FMCC and related duties
Prepare, analyze, and distribute daily, weekly, monthly, and annual reports to various departments
Create, update, and maintain the FMCC website and FM field reports website
Prepare daily lunch schedules and assignments of Facilities Administrative Support Team Representatives in conjunction with Facilities Administrative Support Team Supervisors
Maintain all call center office equipment and report service repairs as needed
Order supplies and maintain supply inventory
Issue product orders and update work orders accordingly
Maintain and update archive file of all call center drives, and documents
Prepare, maintain, and distribute all call center documents and phone lists
Prepare and maintain the on-call, daily, and weekend duty roster for field engineers
Operate the Macy’s Inc. Work Order Management System
Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
Answer Emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
Take appropriate actions when answering emergency and non-emergency phone calls
Perform various FMCC assignments, special projects, and other duties as assigned
Prepares all FMCC procedural and training manuals

Call Center Analyst Resume Examples & Samples

Familiarity with accounting principles
Advanced Excel skills
Analytical; able to work with and interpret data to inform business decisions
Able to communicate effectively, to drive an agenda and to influence outcomes
Ability to manage a vendor relationship
Effective at modeling
Balance of proactive and reactive approaches
Understanding/anticipation of needs and opportunities
System admin/ programming skills - or outsource again (recommended)
Ability to represent the needs and interests of the team, communicating strategies and coordinating efforts and implementation plans
Advanced Excel and systems skills
Detail-oriented, thorough, accurate
Partnership with business partners to clearly understand how reports will be used
Diligence in keeping reports current (format, content, distros, delivery)

Call Center Analyst Resume Examples & Samples

Prepares weekly call volume forecasts by queue for all operational areas that are accurate within 5% each week. Monitors results daily and makes adjustments as appropriate. Recognizes and adjusts for anomalies in call histories to predict future activities. Develops forecasts for holidays and other non-standard events (natural disasters)
Ensures that schedules and work patterns meet business requirements ongoing while addressing individual needs, which includes the development and proposal of alternative options with regards for agents’ preferred schedules. Recommends shifts/schedules for new hires
Uses workforce management tool to predict headcount requirements, calibrating call shipment and volume predictions with departmental staffing models. Reviews actual results of service level and call volume forecasts, looking for discrepancies and performing root cause analysis. Analyzes ‘what if’ scenarios to gauge the impact of potential phone skill or agent schedule changes. Makes recommendations on Overtime and TOWP hours needed. Recommends limits on scheduled time off activities (vacations/personal days)
Troubleshoots phone issues for leadership and agents. Monitors results after system changes to ensure we achieve expected outcomes, and works with business owners on adjustments necessary. Works with vendors to resolve problems, and enhance investment in workforce management tools. Helps to train other team members and leadership on the successful use of CMS and workforce management tools
Ensures accuracy and integrity of Blue Pumpkin database, including but not limited to work patterns, shift and absence types, staffing rules, skills, reporting relationships, team assignments, login ID’s, filters and events. Performs system administration functions including assigning user permissions, mapping skills to vdns, and creating combined call queues. Maps cms real time data to appropriate activity. Designs and runs custom reports
Works collaboratively with Coordinators on a daily basis to respond appropriately to current business needs. Recommends & implements the use of OT, TOWP, schedule adjustments and skill changes to maximize service level results. Monitors real time activity and responds appropriately
Performs other duties as needed: Fills in for Call Center Coordinator functions
2 to 5 years of related experience is required

Senior Technical Call Center Analyst Resume Examples & Samples

Configure, maintain, upgrade, and install desktop systems and customer specific software applications that enable users to perform essential job functions
Configure, maintain, and upgrade business specific software applications as required
Troubleshoot and diagnose a wide variety of issues, make adjustments, repairs and/or perform preventative maintenance regarding computer hardware, operating systems, peripheral devices, and software applications
Learn, evaluate, and test computer applications and hardware
Enter and review ticketing issues, propose solutions and procedural changes
Analyze problems encountered in the use of computer systems, report malfunctions, and recommend alternatives
Complete assigned tasks by the supervisor in a timely fashion
Maintain high level of customer satisfaction and timely resolution to problems and issues
Help create and maintain standard operating procedures within the department
Keep abreast of new technologies and communicate to the group
Log all incoming calls in ticket tracking system. Utilize other ticket tracking systems and/or software that are utilized by other technical groups
Strong knowledge of customer care techniques and processes
Strong technical skills including but not limited to Windows 7, 8 & 10 Server 2003, 2008 & 2012, Citrix, TCP/IP, DNS, DHCP, VPNs, and Network Connectivity
Strong organizational skills
Natural flair for training, coaching, motivating, and interacting with people
Ability to collect, gather, monitor and track information
Ability to perform as a team member, and provide status to other team members
Ability to exercise good judgment
Ability to actively encourage, support, and motivate team
Good written and verbal skills
Ability to follow through with multiple projects
Ability to follow established procedures
Problem solving and decision making skills
Customer service orientation a must
Ability to lift at least 40lbs
Travel Requirements on Occasion (Less than 5%)
Knowledge of remote user access and anti-virus software
Thorough working knowledge of all Microsoft desktop operating systems
4-5 years experience with Microsoft Operating Systems and Applications
4-5 years technical support experience
4-5 years LAN/WAN networking experience
A+ preferred. Net+/MCP certifications desirable. Additional relevant experience may be substituted

Call Center Analyst Resume Examples & Samples

Responsible for conducting quality assurance review for all Call Center employees, Specialty Team and FAST Team. Evaluation of live and recorded calls as well as system documentation to assure adherence to ESS standards, protocols and workflow processes
Responsible for documenting outcomes of QA review
Develop and compile weekly and monthly reports
Monitoring of Call Center, Specialty Team and FAST employees to provide real time feedback as issues are identified
Assist in ongoing education needs as a result of quality review findings
Serve as subject matter expert for Call Center, Specialty and FAST Team
Troubleshoot, research and correct issues – report findings timely to Call Center Director
Monitory daily activities and key indicators
Expertise with ESS Call Center workflow, Specialty Team workflow, FAST team workflow and processes as well as Artiva and Hotkey systems as well as HOST systems including but not limited to HMS, STAR, Meditech, PULSE/DAR
Experience with various state portals and tools to verify eligibility
ESS experience required - 6 months or longer in current ESS position required. Experience on Specialty and/or FAST team highly preferred
You are not eligible to apply if you have active disciplinary action (written warning)
A review of you last six month score card and QA reviews will be conducted – those who have not met Score Card and QA standards will not be considered
Expert knowledge of Artiva, Hotkey, HOST systems
Based on area of responsibility and departmental need

Call Center Analyst Solution Associate Resume Examples & Samples

Addresses inquiries sent to Level 1 via the call management system, email and telephone
Uses procedures, policy, knowledge base information, and other reference materials to address inquiries
Escalates inquiries requiring in-depth knowledge or additional review through the Case Management System
Creates a case for all inbound inquiries in the Case Management System
Utilizes strong written skills to adequately summarize case details in the Case Management System
Coordinates with Team Lead to research/resolve inquiries
Conducts all correspondence in a professional and respectful manner in order to provide high quality customer service

Call Center Analyst Resume Examples & Samples

Bachelor's degree from an accredited college or university; field of study in Operations Research, Mathematics, Statistics, or other related field preferred
One to three years of high - proficiency use of MS Excel (or other similar tools) to create pivot tables, write macros, apply aggregation worksheet functions, use nested formulae, and link Excel spreadsheets
One to three years + High proficiency of Microsoft Access Knowledge
Three to Five years of experience using Workforce Management Tools
Three to Five years of experience using, analyzing, and working with ACD Reporting
Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions
Strong ability to define data requirements, gather and validate data and other information, apply judgment and statistical tests
Exceptionally proficient use MS Excel to organize, summarize (analyze), and present data
Knowledge of business and management principles involved in strategic planning, resource allocation, workforce modeling, production methods, and coordination of people and resources
Experience with simulation or optimization modeling of service/production/manufacturing processes, preferred Experience with government sponsored health care programs and operations, preferred

Call Center Analyst Resume Examples & Samples

Speech Communications, Human Factors, User Interface Design, IndustrialEngineering/Process Optimization
Experience in VUI design or working in the call center
Knowledge of spreadsheets (Excel) and familiarity with script languages (likePerl)
Knowledge ofPowerPoint
Knowledge of Visio
BS/BA and 0-2 years of experience or MS/MA and 0 years of experience
(Near) Nativespeaker of German needed for annotation and call analysis work
(Near) Nativespeaker of Dutch needed for annotation and call analysis work
(Near) Nativespeaker of Italian needed for annotation and call analysis work
(Near) Nativespeaker of French needed for annotation and call analysis work

Senior Call Center Analyst Resume Examples & Samples

Speech Communications, Human Factors, User Interface Design, Industrial Engineering/Process Optimization
Knowledge of spreadsheets (Excel) and familiarity with script languages (like Perl)
Presenting to external and internal groups either remotely or in person
BS/BA and 2-4 years of experience or MS/MA
Group leadership skills
Excellent communication and collaboration skills (including remote collaboration)
Expertise in VUI design or working in the call center
Experience with VUI design and Excel skills preferred
Expert Power Point skills preferred
Expert Visio skills preferred

Call Center Analyst, Junior Resume Examples & Samples

2 years of experience in a contact center required
Experience with monitoring customer interactions, including call, Web chat, and text to evaluate agent performance
Experience with creating or providing input on the development of instructional materials
Experience with Microsoft Office
Ability to pay strict attention to detail and prioritize tasks
BA or BS degree required
1 year of experience with coaching agents to improve performance
1 year of experience with providing contact center agent training
Knowledge of contact center operations best practices preferred
Possession of excellent listening skills
Possession of excellent organizational skills

Quality Call Center Analyst Resume Examples & Samples

5+ years of experience with designing, developing, and implementing process improvements in a fast-paced environment
Experience in interfacing with external clients
Ability to guide junior members of the team in the review and analysis of metrics–based data, unstructured text, and qualitative measurements from disparate sources to identify trends and root causes
Experience with using statistical research methods
Knowledge of call center operations or health policy
Knowledge of ServiceNow, Remedy, or Verint
MBA degree
ITIL version 3 Certification

Call Center Analyst Resume Examples & Samples

Lead and attend calibration sessions with vendor sites
Provide coaching and feedback to vendor sites
Create and maintain Excel spreadsheets to record and track performance metrics
Work closely with Internal and external Operations teams and other account stakeholders to ensure that process and client guidelines are followed
Participate in client keying programs to identify customer needs and expectations
Utilize proprietary software for entering customer information into a computerized database
Participate in design of DE Guidelines and process documentation
Provide actionable data to various internal teams as needed
Ongoing coaching, development, and mentoring of processing teams
Maintaining weekly and monthly work-reports
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel and Outlook particularly)
Strong knowledge of Data Entry processes and techniques
Demonstrated ability to work well in a team environment and diverse call centers in other countries
Dedication to providing exceptional customer service
Able to coach, mentor, and motivate staff
Work effectively with people in other countries as well as with people in other departments within Parago
Previous experience in a high volume Data Entry processing environment
Working knowledge of business systems and methods used for data collection, root cause analysis, and performance measurement
Demonstrated advanced proficiency in MS Office applications
Demonstrated problem solving skills, including knowledge and application of analytical techniques in the resolution of operational problems

Customer Call Center Analyst Resume Examples & Samples

Research and provide verification and documentation of client issues and resolution
Maintain thorough knowledge and understanding of products and services
Effectively educate clients on the features and benefits of products and services
Meet accuracy, efficiency and sales (where applicable) goals while contributing to the overall success of the team, Call Center Service
Work collaboratively in a team environment to achieve team, department, and line of business commitments
Experience meeting customer service or customer satisfaction goals
Demonstrated success meeting established sales/referral goals and measurements
Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Call Center Analyst Resume Examples & Samples

Manage daily task execution within telephony and workforce management software suites
Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
Provide trend analysis and feedback to command center leadership focused on improved business performance
Identify and execute daily strategy adjustments or enhancements to drive contact center performance
Maintain daily schedule, adherence and activity within workforce management and ACD software tools
Communicate with multiple lines of business to ensure awareness of scheduling, tactical planning, and analysis activities
Manage execution of skip trace and do not call programs
Track state licensing requirements for contact center staff
Manage intra-day attendance communication line for contact center employees

Call Center Analyst Resume Examples & Samples

Provide customer service to retail stores by respondingto building maintenance requests
Locate, dispatch, and provide directions tocontractors associated with building maintenance
Follow up with contractors regarding schedulesand conditions of work/services performed
Complete work orders accurately and in a timelymanner
Additional duties as assigned by supervisor
Ability to multi-task, work under pressure, and

Call Center Analyst Resume Examples & Samples

Prepares daily, weekly, and monthly management reports
Supports management in analyzing, planning, developing and monitoring strategies and tactics to achieve business objectives. Develops and supports management information needs through periodic performance reporting, forecasting and analysis
Defines data requirements, gathers and validates information, applying judgment and statistical tests
Works with management to establish performance targets and goals for generating revenues and/or controlling expenses
Performs benchmark comparisons of business processes or performance to external entities
Assist in identifying business improvement opportunities and support selection of projects through call center analysis and prioritization against business goals
May work with vendors and other external entities
Assists servicing associates with locating information on LPS Navigator
Coordinate and lead activities relating to call center dialing infrastructure utilizing the I3 phone system
Design and implement data/call flow functionality, call list optimization and management, work force scheduling and project management
Two to Four years of progressive experience in mortgage banking or mortgage servicing
Knowledge of the servicing system
One to two years of data mining experience
Microsoft applications used in analyzing data, and high level of problem solving abilities
Experience in analyzing and improving operational processes
Possess a high level of communication and organizational skills and works to complete assignments under tight daily, weekly, and monthly deadlines

Assoc Call Center Analyst Resume Examples & Samples

Analyze actual call center performance metrics and forecasting assumptions
Monitors, tracks and analyzes call center service level performance and scheduling assumptions
Recommends remediation plans where necessary
Research forecast and call volume drivers
Review forecast accuracy, and make proactive recommendations to minimize variances
Identifies trends and incorporates those trends into long term FTE forecasts
Reviews metrics with leadership team to ensure consistent quality performance
Bachelor’s degree from an accredited school OR
High School Diploma or GED Certificate and Eight (8) years work experience
One (1) year experience in a call center operations center compiling and analyzing data
Bachelor’s degree from an accredited university
Two (2) years workforce management experience
Excellent personal computer skills
Very good verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers
Extended periods of time doing computer-based work