Lead Call Center Analyst

Job Description

Summary:
We are seeking a Lead Call Center Analyst to support contact center operations through data analysis, reporting, and performance optimization. This role will analyze call center metrics, identify operational improvement opportunities, and help implement technology solutions—including emerging AI tools—to enhance customer experience and agent productivity.

Key Responsibilities:

• Analyze call center performance metrics such as call volume, service levels, handle time, and customer satisfaction.
• Develop dashboards and reports to provide operational insights to leadership.
• Identify trends and recommend process improvements to improve efficiency and service quality.
• Support the implementation and use of AI-enabled tools such as conversational analytics, speech analytics, chatbots, and automated reporting.
• Partner with operations, IT, and customer experience teams to optimize call center processes and technologies.

Qualifications:

• 5+ years of experience in call center analytics, operations, or workforce management.
• Strong experience with reporting and analytics tools.
• Experience working with contact center platforms.
• Exposure to AI-driven customer service technologies is a plus.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.