Call Center Analytics & Training Analyst

Jobtailor; Richmond (VA); On-site; USD 60,000 - 85,000; Full time

Job summary

Jobtailor in Richmond, VA is seeking a data‑driven Call Center Analyst to monitor and analyze operational data, report trends, and support service goals. You will work with supervisors and the quality group to train staff and develop skills.

The role requires strong communication, initiative, and proficiency with Microsoft Office and call management tools. Flexibility in hours is appreciated.

Qualifications

• Strong written and verbal communication skills.
• Innovative, self-motivated and able to work with little supervision.
• Proficient with Word, Excel and Access.
• Experience with Call Management Systems and Scheduling Software.
• Outgoing, dependable and flexible hours when needed.

Responsibilities

• Monitor, analyze and respond to operational data to meet call center service goals.
• Analyze Call Volume Trends and KPI Trends.
• Manage Agent Skill development and training coordination.
• Communicate service performance to management, noting exceptions and trends.
• Produce daily, weekly and monthly reports; complete special projects as needed.
• Engage in process analysis and innovation to improve performance.

Skills

Operational Data Analysis

KPI Trends Analysis

Microsoft Excel

Call Management Systems

Training Coordination

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Scheduling Software

Job description

Jobtailor in Richmond, VA is seeking a data‑driven Call Center Analyst to monitor and analyze operational data, report trends, and support service goals. You will work with supervisors and the quality group to train staff and develop skills.

The role requires strong communication, initiative, and proficiency with Microsoft Office and call management tools. Flexibility in hours is appreciated.