Customer Service Analyst – Workforce

• Monitor, analyze and respond to operational data to meet call center service goals
• Call Volume Trends
• KPI Trends/Analysis
• Agent Skill Management
• Communicate service performance to all levels of management, noting exceptions and trends effecting results
• Process exceptions
• Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
• Complete and provide various reports - give analysis as needed
• Complete Special Projects as needed
• Research and Analysis
• Reports: daily, weekly and monthly
• Process Analysis and Innovation

• Must have strong written and verbal communication skills
• Must be innovative, self-motivated and able to work with little supervision
• Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
• Knowledge of Call Management Systems, and Scheduling Software
• Must have an outgoing personality, work well with others and be dependable
• Must be willing to work flexible hours on occasion to meet the needs of the business.

Demonstrates expertise in monitoring and analyzing operational data to enhance call center performance, with strong capabilities in reporting, process analysis, and agent skill management. Proficient in utilizing Microsoft Office tools and call management systems to drive service goals and foster team development.

• Operational Data Analysis
• KPI Trends Analysis
• Microsoft Excel
• Call Management Systems
• Training Coordination

• Operational Data Monitoring
• Process Analysis
• Report Generation
• KPI Analysis
• Agent Skill Management

• Strong Written Communication
• Strong Verbal Communication
• Self-Motivated
• Dependable
• Outgoing Personality

• Call Center Service Goals
• Call Volume Trends
• Service Performance Communication
• Quality Group Coordination
• Flexible Hours

• Microsoft Word
• Microsoft Excel
• Microsoft Access
• Scheduling Software