Lead Call Center Analyst
RennerBrown Staffing
Job Description
Job Description
Position Summary
We are seeking a Lead Call Center Analyst to oversee call center performance, reporting and operational improvements. This individual will serve as a key liaison between management, operations, and technical teams, providing actionable insights that drive customer service excellence, operational efficiency, and continuous improvement initiatives.
The ideal candidate will have strong analytical skills, experience working in a contact center environment, and the ability to lead projects, mentor team members, and influence business decisions through data-driven recommendations.
Responsibilities
- Lead the analysis of call center performance metrics, including service levels, call volumes, average handle time, abandonment rates, customer satisfaction, and agent productivity.
- Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams.
- Identify trends, performance gaps, and opportunities for process improvement through data analysis.
- Conduct root cause analysis on service issues and provide recommendations to improve customer experience and operational performance.
- Monitor key performance indicators (KPIs) and communicate findings to leadership through regular reporting and presentations.
- Lead special projects focused on process improvement, automation, reporting enhancements, and technology optimization.
- Mentor and provide guidance to junior analysts and team members.
- Collaborate with business stakeholders to define reporting requirements and develop actionable business insights.
- Ensure data integrity and accuracy across reporting platforms and systems.
Qualifications
- 5+ years of experience in call center analytics, workforce management, business analysis, or contact center operations.
- Experience leading projects and influencing cross-functional teams.
- Experience with Excel, SQL, Power BI, Tableau, or similar reporting and analytics tools.
- Experience working with contact center platforms such as Genesys, Five9, NICE, Avaya, Cisco, Amazon Connect, or similar technologies.
- Strong understanding of call center KPIs, forecasting methodologies, and workforce planning concepts.
- Excellent analytical, problem-solving, and communication skills.
- Ability to present complex data and recommendations to leadership in a clear and concise manner.
Vacancy posted 15 days ago
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