Call Center Performance Analyst
1 week ago
Key Responsibilities:
1. Performance Monitoring & Data Analysis:
- Track and analyze key performance indicators (KPIs) such as CSAT, AHT, FCR, SLAs, Sales Conversion, Call Abandonment Rate, etc.
- Develop daily, weekly, and monthly reports to assess operational performance.
- Conduct root cause analysis to identify process inefficiencies and recommend improvements.
- Utilize data visualization tools (Excel, Power BI, Tableau) to present insights to management.
2. Agent Performance & Quality Assurance Support:
- Analyze agent-level performance to identify top performers and improvement areas.
- Work closely with Quality Assurance (QA) and Training teams to enhance agent skills and reduce errors.
- Develop and maintain agent scorecards to track performance trends over time.
3. Process Optimization & Business Insights:
- Identify workflow inefficiencies and suggest automation or process improvements to enhance productivity.
- Collaborate with operations teams to refine call scripts, escalation protocols, and best practices.
- Provide insights and recommendations to increase customer retention and operational efficiency.
4. Workforce Management & Real-Time Monitoring:
- Assist in forecasting call volumes and ensuring optimal staffing levels.
- Monitor real-time adherence (RTA) and report deviations from planned schedules.
- Support workforce planning teams with historical data trends and staffing recommendations.
5. Client & Stakeholder Reporting:
- Prepare performance review reports for senior management and clients.
- Work with stakeholders to establish target benchmarks and performance goals.
- Provide data-driven insights to enhance customer experience and business profitability.
Required Qualifications & Skills:
- Bachelor's degree in Business Analytics, Statistics, Computer Science, or a related field.
- 2-5 years of experience in a BPO, call center, or customer service analytics role.
- Proficiency in Microsoft Excel (pivot tables, VLOOKUPs, macros) and data visualization tools like Power BI, Tableau.
- Knowledge of CRM tools (Salesforce, Zendesk, HubSpot) and call analytics software (Five9, NICE, Verint, Genesys).
- Experience with SQL or Python for data analysis is a plus.
- Strong analytical and problem-solving skills.
- Ability to communicate complex data insights in a clear and actionable way.
- Experience in workforce management (WFM) tools is a plus.
Preferred Competencies:
- Experience working in call centers, BPO, or customer service environments.
- Understanding of Six Sigma, Lean, or process improvement methodologies.
- Ability to work in fast-paced, high-pressure environments while meeting deadlines.
- Strong collaboration and teamwork skills.
Compensation & Benefits:
- Competitive salary based on experience.
- Performance-based incentives and bonuses.
- Training and development opportunities.
- Career growth in a dynamic and data-driven environment.
About LeadAdvisors:
Welcome to LeadAdvisors.com, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients. In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy. Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.
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