Call Center Operations Analyst

10050 Crosstown Circle, Suite 300 Eden Prairie , MN55344 Viking Client Services, LLC Call Center Operations Analyst We are seeking a highly analytical and detail-oriented Call Center Operations Analyst to support daily operations, reporting, and performance optimization within our call center. This role will partner closely with the AVP of Operations and provide critical backup to the Telephony Support Manager. The ideal candidate excels in data analysis, reporting automation, and strategic execution tracking to drive improvements in call center efficiency and agent performance. Responsibilities: Oversee daily execution and system performance of CSS ACI Campaigns, and Omni Channel solutions to include report creation and analysis to maximize agent performance in contact center Analysis review of current projects/inventory to identify strategy opportunities. Work with AVP to determine strategy needs for each project and research ways to deliver those opportunities to the team/client. Create reporting that will allow more effective management at the agent level and alleviate frequent digging into detailed calling reports. Work with AVP in utilizing analytical regression models. Assist AVP with management of data analytics. Clean up reporting templates and manage essential reporting needs. Various report creation and execution as directed by the AVP Backup support for all aspects of Telephony Support Manager position Minimum Qualifications: Education: Bachelor’s degree in mathematics, Statistics, Data Analytics, Business Intelligence, or a related field is preferred. Equivalent professional experience will be considered in lieu of a degree. Experience: 1-3 years of experience in a data analysis, reporting, or call center operations roll. Prior experience with at least one database programming language (T-SQL, T-SWL, MYSWL, etc.). An understanding of relational database concepts, database objects and components (functions, procedures, indexes). Skills and Competencies: Advanced proficiency in Microsoft Excel (pivot tables, formulas, automation tools). Strong understanding of KPIs and performance metrics in a call center environment. Experience with regression modeling and data visualization. Exceptional attention to detail. Strong written and verbal communication skills. Ability to manage multiple priorities and work both independently and collaboratively. Physical Demands: Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Job Type : Full-time Work location: Onsite/Hybrid Salary: $65,000-$75,000 a year 401(k) matching Disability insurance Health insurance Health savings account Life insurance Paid vacation time Vision insurance Opportunities for advancement Equal Opportunity Employer, including disabled and veterans. #J-18808-Ljbffr Viking Collection Service