Contact Center Analyst
On-site · Durham, North Carolina, United States
Job Summary
The Contact Center Analyst role supports workforce management (WFM), reporting, analytics, and workflow optimization to improve efficiency, customer experience, and data-driven decision making within the contact center. Responsibilities include forecasting, scheduling, real-time monitoring, staffing analysis, developing and distributing operational reports and KPI scorecards, identifying trends and root causes from data, presenting actionable insights to leadership, and collaborating cross-functionally to streamline processes and enhance productivity while supporting system enhancements. Ideal candidates are analytical, detail-oriented, proactive about continuous improvement, and proficient with data visualization tools and reporting platforms. Education preferred: Bachelor’s degree in Business, Analytics, Operations, or related field; equivalent work experience considered.
Required Qualifications
- 4+ years of experience in contact center operations, workforce management, business analytics, or reporting
- Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics)
- Experience with workforce management platforms and reporting tools
- Strong analytical and critical-thinking skills
- Experience with contact center platforms and KPI analysis
- Excellent organizational skills and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Bachelor’s degree in Business, Analytics, Operations, or a related field preferred
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