Contact Center Analyst Resume Samples
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Contact Center Analyst Resume Samples
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M Bernier
Maryam
Bernier
5708 Murphy Burg
Dallas
TX
+1 (555) 238 2051
5708 Murphy Burg
Dallas
TX
Phone
p
+1 (555) 238 2051
Experience
Experience
Los Angeles, CA
Contact Center Analyst
Los Angeles, CA
Beahan, Skiles and Cronin
Los Angeles, CA
Contact Center Analyst
- Update management on daily performance, critical issues and performance management plan
- Administer the work force management hours utilization reports
- Working knowledge of call routing plans, IVR, CTI, and ACD call center technology and reporting platforms
- Manage and maintain official schedules in Aspect; vacation, trades, break changes, etc
- Make outgoing campaigns (Surveys, etc.)
- Assist with updating and sending daily/monthly statistics
- Accurate tracking of headcount and attrition to maintain staffing and hiring balances
Phoenix, AZ
HRS Contact Center Analyst
Phoenix, AZ
Kunde, Goodwin and Lang
Phoenix, AZ
HRS Contact Center Analyst
- Provide support in the continuous improvement actions for enhancing procedures, standards, developing training and transferring knowledge
- Provide assistance to Honeywell employees in regards to the HR Direct tool
- Provide advice & coaching to other team members
- Responsible to create & maintain SOPs and internal documentation
- Provide exceptional handling service for executives
- Participate in HOS activities and implement daily work per HOS standards
- Drive process and data efficiency with technology solutions and innovation
present
Dallas, TX
Senior Analyst, Contact Center
Dallas, TX
Koelpin-Hessel
present
Dallas, TX
Senior Analyst, Contact Center
present
- Perform gap analysis to determine opportunities for improved performance and cost savings
- Manage 1-5 direct reports and their development
- Use a weekly meeting with the account manager to review projects, change management initiatives and outstanding issues
- Initiate change and improvements by partnering with the vendor’s account manager
- Work with internal and external training to coordinate approved training classes and ensure consistency
- Manage technological changes to support contact center operations
- Manage domestic contact center vendors
Education
Education
Bachelor’s Degree in Business Studies Desirable
Bachelor’s Degree in Business Studies Desirable
Harvard University
Bachelor’s Degree in Business Studies Desirable
Skills
Skills
- Ability to quickly analyze problems based on incomplete or unavailable data
- Detail oriented and good organizational skills
- Detail oriented and good organizational, analytical and problem solving skills
- Technically competent with multiple technology applications and strong ability to multi-task
- Good customer service skills
- Able to provide a work at home environment that is ergonomically sound and conducive to handling customer calls (quiet and free from distractions)
- Ability to work as part of a diverse team
- Ability to work and make sound judgments and decisions with little or no supervision
- Reliable high speed internet service installed and working prior to hiring
- Dedicated phone line that does not have call waiting as an added feature
15 Contact Center Analyst resume templates
Read our complete resume writing guides
1
Contact Center Analyst Resume Examples & Samples
- Monitor Service Level and manage agent adherence. Communicate effectively with staff and management to meet call coverage needs
- Schedule/reschedule all current offline activities; one-on-ones, team huddles, QA sessions, etc
- Update all same day schedule changes in Aspect; overtime, OT Cut, break changes, etc
- Assist with updating and sending daily/monthly statistics
- Manage and maintain official schedules in Aspect; vacation, trades, break changes, etc
- Update management on daily performance, critical issues and performance management plan
- Point of contact for technical issues (escalation, tracking and reporting)
- Maintain and update Aspect with all team and group assignments
- Other workforce, reporting or support tasks as required
- Participate in projects as requested
- Bachelor’s degree in business studies desirable
- Creative problem solving ability
- Excellent time-management/organizational skills with the ability to prioritize, multi-task and work independently
- Knowledge of Microsoft Office – Excel, Word preferred
2
Contact Center Analyst Resume Examples & Samples
- Administer center employee data bases for accurate accounting of headcount and payroll
- Produce mechanized center schedules based on latest forecasted inputs
- Administer the work force management hours utilization reports
- Accurate tracking of headcount and attrition to maintain staffing and hiring balances
- College Degree is desirable. Equivalent experience considered
- 3 - 5 years’ experience in a call center traffic and/or work force administration position preferred
- Working knowledge of call routing plans, IVR, CTI, and ACD call center technology and reporting platforms
- Excellent PC skills required, utilizing Microsoft Office products, including Outlook, Excel, Word, PowerPoint, Project, and Visio. Strong analytical skills are a must, and candidates must have high level MS Excel proficiency
3
Member Contact Center Analyst Resume Examples & Samples
- The Member Contact Center Analyst’s success is measured by the department’s ability to meet/exceed key contact center metrics including remarkable service levels and turn times, low abandonment rates, and top notch member service ratings
- The successful Member Contact Center Analyst is continually monitoring and reporting call and email trends, while making viable recommendations to improve member service and experience
- Responsible for managing all call queues and skill sets to ensure all calls are serviced quickly
- Responsible for monitoring daily schedules and phone activities that support supervisors with ensuring contact center employees are signed in with maximum phone coverage
- Responsible for tracking and providing daily updates on key contact center metrics
- Forecast call volumes and schedule staff accordingly to achieve key contact center metrics
- Manage attendance for the contact center including approving and denying time off requests, tracking tardiness and absences, approving timecards, and working with supervisors to address excessive absences/tardiness and call out patterns
- Develop meaningful reports/scorecards that assist contact center supervisors and managers in addressing the phone performance of employees
- Develop and manage employee and team scorecards for all performance metrics
- Develop, track, and analyze information on call and email volumes and key performance metrics
- Create a caring and accountable culture that is member centric
- Proactively seeks to learn best practices and/or techniques within the contact center industry to evolve and remain current and competitive
- Assist with special projects as required
- BA in business related discipline or equivalent (preferred)
- Minimum 5 years prior analyst and workforce management experience in contact centers preferably a credit union and/or financial institution
- Knowledge of Contact Center practices, technologies, and processes
- Strong knowledge of telephony/ACD systems and functionalities
- Strong knowledge of workforce management systems and functionalities
- Ability to analyze data and report accordingly
- Familiarity with speech analytics
- Outstanding judgment with the ability to make timely and sound decisions
- Exhibit professionalism, initiative, innovation, and resourcefulness
4
Senior Analyst, Contact Center Resume Examples & Samples
- 4 year College Degree
- 3-5 years in Operations, Account Management or Contact Management experience
- Willingness to travel approximately 10%
- Project oriented
5
Club Contact Center Intraday Analyst Resume Examples & Samples
- Now Hiring: CLUB Contact Center, Workforce Intraday Analyst
- Department: Workforce Management – Support Desk
- Location: (1st and Superior Street) - 4800 NW 1st St, Lincoln, NE 68521
6
Contact Center Project Analyst Resume Examples & Samples
- Understands the contact center business line and customer needs of a project, and articulates detailed business requirements to support the desired change
- Creates and executes successful business line acceptance testing of new functionality
- Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes
7
Senior Contact Center Systems Analyst Resume Examples & Samples
- Lead requirements gathering, service-oriented modeling, analysis and design activities
- Bachelor's Degree OR High School Diploma/GED with 3+ years of System Analysis experience
- 3+ years of System Analysis or IT Development experience
- 3+ years of experience working with Contact Center Applications
- Experience/knowledge of databases and data mapping
- QA testing and ALM11 experience
- Microsoft Office Word, Excel, Outlook experience
- MS Visio experience
- Project Management experience
8
Contact Center Systems Analyst Resume Examples & Samples
- Serve as the liaison between business and systems analysts, developers and project management groups
- Develop detailed source-to-target data mapping and data transformation rules
- Bachelor's Degree (or higher) or High School Diploma/GED with 2+ years of System Analysis experience
- 2+ years of System Analysis or IT Development experience
- 1+ years of experience working with Contact Center Applications
- Experience with Software Development Life Cycle (SDLC) practices
- Experience with Microsoft Word, Excel, and Outlook
- RALLY experience
- Health care work experience
- Experience with Agile and Waterfall methodology
9
HRS Contact Center Analyst Resume Examples & Samples
- Daily handle problems, questions and requests from our customers
- Handle internal escalations from other agents
- Provide advice & coaching to other team members
- Participate in HOS activities and implement daily work per HOS standards
- Drive process and data efficiency with technology solutions and innovation
- Data and knowledge expert to ensure data integrity and sustainable knowledge pool for internal reference
- Responsible to create & maintain SOPs and internal documentation
- Provide support in the continuous improvement actions for enhancing procedures, standards, developing training and transferring knowledge
- Serve as a subject matter expert on administrative processes
- Provide exceptional handling service for executives
- Provide assistance to Honeywell employees in regards to the HR Direct tool
- Fluent in English and Spanish; French or Portuguese language is a plus
- Good communication (written and spoken) and demonstrates active listening skills
- Knowledge of Customer Relationship Management (CRM) application
- Basic knowledge of HR processes and back-end operations
- Effective call-handling skills and experience in interacting with global customers
- Strong communication skills and professional presence to handle email, chat and call support
10
HRS Contact Center Analyst Resume Examples & Samples
- One year of experience as minimum
- Knowledge with Microsoft and internet based apps
- English (preferable more than the basic)
11
Contact Center Analyst With Dutch Resume Examples & Samples
- University education and up to 1 year work experience
- Fluent in Dutch and English
- Available to work full time
12
Analyst, Contact Center Resume Examples & Samples
- Work with vendors and internal partners to understand reporting needs. Redesign and consolidate existing reporting as needed
- Clean up existing reporting (Delete unnecessary, consolidate new/existing, ensure complete accuracy, etc)
- Build appropriate reporting security and permissions
- Partner with department trainer to develop training material for data warehouse and other reporting tools
- Design and implement a process to manage future reporting requests
- Assist in all contact center impacted projects to ensure proper reporting
- Team Oriented
13
HRS Contact Center Analyst Resume Examples & Samples
- 6 months through 1 year of experience in the area
- Knowledge with Microsoft Office and internet based apps
- English (more than the basic is preferable)
14
Contact Center Quality Analyst Resume Examples & Samples
- Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center
- Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams
- Performs mock calls with new hires post-training to determine readiness for moving into support
- Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites
- Uses Call Center tools to gather data and analyze trends or patterns affecting quality
- Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
- Learns all Retail/ order processing systems in order to understand agent experience and serve as subject matter expert and coach as needed
- Track progress of overall quality trends of enterprise contacts and assist in identifying overall training areas to be targeted for refresher and up-training
- Be able to identify quality assessment low-performance trends and recommend
- Must be familiar with Quality Calibration Measures
- Monitors and evaluates 40-50 Customer transactions a day
- Experienced with crm or case /incident reporting tool and quality monitoring software
- 1 to 3 years’ experience in customer service and/or business process/technology support required
- Excellent email writing skills, specific to customer facing interactions
- Experience in coaching and training individuals or groups required
- Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff
- Excellent written, verbal, analytical and communication skills. Must be able to write clearly and concisely
15
Contact Center Quality Analyst Resume Examples & Samples
- Clinical outcomes consistently ranked above the national average
- Performance-based rewards based on stellar individual and team contributions
- A bachelor’s degree (B.A.) from a four-year college or university is the minimum educational requirement to perform the role or at least 1 year of relevant customer service call center experience
- Excellent communication (written and verbal), organization, and documentation skills and great attention to detail
- Ability to respond effectively to sensitive and confidential information using discretion and judgment is essential to handle the responsibilities of the position
- Prior QA or customer mapping experience is a plus
- Up to 15% travel required
- Proficiency in MS Office
16
Junior Contact Center Analyst Resume Examples & Samples
- Act as central point of contact for all critical situations for Wawa Inc. Adapt and analyze resources needed to effectively resolve and communicate emergency issues (i.e. work stoppage, inclement weather, crisis, safety, and security issues)
- Troubleshoot and support Store Technologies such as Radiant POS, Labor Scheduler, MyWawa, LMS, Gasoline Operations, Food Service Technology, Technology Hardware, SAP, and all technology peripherals
- Effectively follow documented support materials to determine resolution or need for escalation to next level of action for all areas of support and comply with all service level agreements to minimize down-time and impact on Store Operations
- Monitor, respond, and diagnose facility issues monitored through BAS (Building Automation Systems) to proactively resolve store asset issues and reduce unnecessary work order dispatches
- Support Risk Management claims and Quality Assurance issues by interviewing and documenting reported information for Customer follow up, action and for potential insurance claims using multiple technology systems, including the Risk Management Information Systems (RMIS)
- Ability to work well individually as well as in a team environment
- Proven ability to work independently under little supervision in a remote location
- Demonstrated technical skills needed to adapt to rapidly changing technology
- Ability to work as part of a diverse team
17
Contact Center Analyst With French Resume Examples & Samples
- Good client handling skills
- Excellent problem solving and analysis skills
- Self motivated, positive attitude and approach
- Professional approach and comfortable dealing with clients
18
Temporary Junior Contact Center Analyst Resume Examples & Samples
- Provide world-class Customer Service to internal and external customers by resolving 90% of all Customer Service issues on first contact and 80% of Associate contacts at first level
- Represent Wawa’s recruiting efforts by supporting potential applicants’ inquiries for technical support on wawa.com
- Troubleshoot all facility and asset problems such as fuel equipment, refrigeration, HVAC, and food service equipment to reduce unnecessary work order dispatches. Determines proper prioritization when dispatching appropriate service vendors
- Act as the 911 emergency dispatch center for all Wawa Store locations and offices. Monitor, troubleshoot, and respond to all store security systems for burglaries, fires, holdups, and auxiliary functions. Respond to and maintain systems activations and tests in accordance with detailed procedures
- Ability to work and make sound judgments and decisions with little or no supervision
- Ability to quickly analyze problems based on incomplete or unavailable data
- Willingness to work flexible hours based on business needs and crisis situations
- Bilingual in Spanish/English language preferred
19
Contact Center Analyst Resume Examples & Samples
- Address and resolve technical and commercial queries
- Make outgoing campaigns (Surveys, etc.)
- Record of each action taken from the CAS
- Update Database (calls / Emails)
- Support in the edition of the newspaper El Quintal
- Support in the distribution tracking (mail)
- Support intensive actions such as symposia, exposyngenta, etc (list building, sending invitations, updates, etc)
- Support sending of communications (armed of lists, sending invitations, monitoring and measurement of results)
- Support and follow up of claims (support to FV, sending monthly reports, etc.)
- Build, nurture and modify the Knowledge Base (key to answering customers)
20
Junior Contact Center Analyst Resume Examples & Samples
- Provide world-class Customer Service to internal and external customers by resolving 95% of all Customer Service issues on first contact and 90% of Associate contacts at first level
- Troubleshoot all facility and asset problems such as fuel equipment, refrigeration, HVAC, and food service equipment to reduce unnecessary work order dispatches. Determine proper prioritization when dispatching appropriate service vendors
- Detail oriented and good organizational, analytical and problem solving skills
- Reliable high speed internet service installed and working prior to hiring
- Dedicated phone line that does not have call waiting as an added feature
- Employees are responsible to provide and pay for office equipment, high-speed internet access, and phone line
- Able to provide a work at home environment that is ergonomically sound and conducive to handling customer calls (quiet and free from distractions)
- HS diploma, technical certification or equivalent experience
- Technically competent with multiple technology applications and strong ability to multi-task
