Call Center Analyst

Description

Are you detail-oriented data-savvy and ready to make an impact from day one Do you enjoy uncovering insights that help teams perform at their best If so weve got a seat for you!

At DEX Imaging we believe great customer experiences start with great people and that includes our behind-the-scenes heroes who keep things running smoothly. As an Entry-Level Call Center Analyst youll help us understand whats happening across our call center so we can deliver top-notch service every time.

JOB SUMMARY

The Entry-Level Call Center Analyst supports daily call center operations by analyzing call volume trends agent performance and service levels. This role helps ensure efficient staffing improved customer experience and consistent achievement of operational goals. The analyst will assist in data collection reporting and performance monitoring under the guidance of Workforce Management Lead of Call Center Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Monitor real-time call center performance metrics (e.g. service level average handle time occupancy).

Assist in preparing daily weekly and monthly performance reports.

Track and analyze call volume trends to identify opportunities for improved efficiency.

Support workforce scheduling and adherence monitoring.

Collaborate with supervisors and team leads to identify and resolve operational issues.

Maintain data accuracy in reporting tools and systems.

Participate in process improvement initiatives to enhance service quality and productivity.

Provide administrative support for analytics and performance reporting.

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

Typically reports to Quality and Workforce Management Lead

Job is not directly responsible for managing other employees (e.g. hiring / termination and / pay decisions performance management).

KNOWLEDGE AND SKILL REQUIREMENTS

Strong analytical and critical-thinking skills with the ability to interpret data and identify actionable insights.

Proficiency in Microsoft Office applications particularly Excel (formulas pivot tables charts).

Excellent written and verbal communication skills.

Strong attention to detail accuracy and organizational capability.

Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Demonstrated initiative accountability and a commitment to continuous improvement.

EDUCATION AND EXPERIENCE REQUIREMENTS

Associates degree in business analytics communications or a related field preferred.

Equivalent combination of education and experience may be considered.

1-2 years of experience in a call center customer service or data analysis role.

Experience with Microsoft Excel Google Sheets or reporting tools is a plus.

Bilingual is a plus.

WORKING CONDITIONS

Regular business hours. Some additional hours may be required.

Travel requirements : Domestic : Up to 20%

Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing / Pulling

Up to .5 hour(s) a day up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending / Squatting / Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Will not apply generally

Loud noise exposure

Will not apply generally

Data Entry / Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands : None Specified

^Other physical demands or notes : Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting punching or pulling in an awkward position.

DISCLAIMER

The preceding job description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this job. It is not designed to contain or be interpreted as a comprehensive listing of all requirements or responsibilities that may be required by employees in the job. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation is made to enable individuals with disabilities to perform essential functions.

This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.

Required Experience :

IC

Key Skills

Children Activity,Feed,ASP.NET,Corporate Strategy,Health And Safety Management

Employment Type : Full-Time

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1