Call Operations Analyst

Job Description

Job Description

The Call Operations Analyst supports the Call Verified team at Buyerlink by reviewing call quality, analyzing queue activity, and translating performance data into clear insights that improve customer support efficiency, agent effectiveness, and overall call operations. 

In this role, you will monitor recorded and live calls, evaluate interactions, review phone queue activity, and identify trends in agent performance and call data. The ideal candidate is detail-oriented, analytical, and comfortable using call center metrics to recommend process improvements, support coaching efforts, and help ensure a consistent, professional, and fully compliant customer experience. 

Please note that this is a fully in-office role in American Fork, Utah. 

What you’ll do: 

This is a dynamic, cross-functional role where no two days are the same. One day you may be analyzing call center performance metrics to identify trends and opportunities; the next you could be reviewing call scripts, conducting quality audits, or partnering with multiple departments to solve operational challenges.

Your responsibilities will include:

• Analyze metrics to identify trends, root causes, and opportunities to improve productivity, quality, and profitability.
• Review call recordings to evaluate agent performance, identify coaching opportunities, investigate client concerns, conduct disposition audits, and ensure compliance with quality standards.
• Evaluate and recommend improvements to call scripts, call flows, and agent messaging to improve customer engagement and campaign performance.
• Improve reports and dashboards, and make actionable recommendations that help leadership make informed operational decisions.
• Partner with Operations, QA, Training, and IT to investigate issues, implement solutions, and drive continuous improvement.
• Assist with special projects, operational audits, new client implementations, process documentation, and other initiatives as business needs evolve.
• Serve as a resource across departments, helping teams identify problems, improve processes, and execute operational initiatives.
• Take ownership of projects from identification through resolution while managing multiple priorities in a fast-paced environment.

Who you are & what you bring: 

• 2+ years of experience in call center operations, quality assurance, workforce management, business analysis, operations support, or a similar analytical role.
• ​​​​​​​Strong analytical and problem-solving skills with the ability to turn data into actionable recommendations.
• Experience working with call center KPIs such as contact rate, conversion rate, quality scores, and other operational metrics.
• Ability to identify root causes rather than simply reporting symptoms, and recommend practical solutions that improve operational performance.
• Excellent communication skills with the ability to work effectively across multiple departments and build strong working relationships at all levels.
• High attention to detail and ability to evaluate calls consistently using established criteria and performance standards. 
• Self-motivated and able to manage projects independently while also contributing as a collaborative team player.
• Comfortable providing constructive feedback, presenting findings, and influencing operational improvements through data and observations.
• Willing to jump in wherever needed; no task is considered above or below you, and committed to helping the organization succeed.

​ Life at Buyerlink:

• Take part in our Service Days program - where you'll be rewarded with paid time off for volunteering and making a positive impact in your community.
• Join forces with our diverse Global Community and connect with team members from all over the world.
• We offer a comprehensive extended health benefits package to ensure your total well-being.
• We're dedicated to your professional growth and will support you every step of the way on your career path with ongoing Professional Development opportunities.
• Enjoy delectable, complimentary lunches, and participate in exciting team events in-office

Who we are:
Buyerlink perfectly matches businesses to consumers at the moment of intent, delivering performance-based marketing across any industry. From leading the market in new car sales to powering demand for home services nationwide, Buyerlink scales with what businesses need. As a One Planet Group company, Buyerlink proves that business success and the betterment of humanity advance together.

Privacy:
The types of Personal Information we may collect (directly from you or from Third Party-sources) and our privacy practices depend on the nature of the relationship you have with Buyerlink and the requirements of applicable law. We endeavor to collect information only relevant for the purposes of processing. As part of our recruitment process, certain roles at Buyerlink may include a technical or skills-based assessment administered through an approved third-party provider. In some cases, and only with your explicit consent at the time of testing, AI-based proctoring or monitoring (such as webcam, screen activity, or behavioral signals) may be used to help maintain assessment integrity. By continuing, you agree to Buyerlink's privacy policy, which can be accessed here.

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