Contact Center Business Analyst

TopDog Law Firm; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

An innovative legal firm is seeking a Contact Center Business Analyst to enhance operations across various communication channels. This role focuses on optimizing workflows through data-driven insights and process improvements, ensuring a seamless customer experience. The ideal candidate will thrive in a dynamic environment, possess strong analytical skills, and be adept at leading change across teams. Join a fast-growing firm where your contributions will directly impact operational excellence and client satisfaction. If you're ready to take on challenges and drive meaningful change, this opportunity is for you.

Qualifications

• 2-4 years of experience in contact center analytics or operations improvement.
• Strong understanding of contact center KPIs and omnichannel operations.
• Hands-on experience with data visualization and reporting tools.

Responsibilities

• Analyze contact center performance and identify trends for improvement.
• Develop dashboards and reporting tools for actionable insights.
• Lead operational improvement initiatives using Lean/Six Sigma.

Skills

Contact Center Analytics

Data Visualization

Lean/Six Sigma Methodologies

CRM Platforms

Analytical Skills

Communication Skills

Education

Bachelor's Degree in Business

Bachelor's Degree in Operations

Bachelor's Degree in Analytics

Tools

Looker Studio

Salesforce

Amazon Connect

Five9

Zendesk

Job description

TopDog Law is a fast-growing, results-driven legal firm known for breaking the mold in legal marketing. With a team of passionate professionals and a bold, innovative approach, we’ve earned our reputation as one of America’s fastest-growing firms.

About the Role

We are looking for a Contact Center Business Analyst who will help optimize and scale our operations across inbound and outbound calls, chat, SMS, email, and social channels. This role is critical to driving operational excellence through both data-driven insights and process improvement initiatives .

You’ll not only identify opportunities through analytics but also lead projects to streamline workflows, improve performance, and enhance the customer and agent experience.

Key Responsibilities

• Analyze contact center performance across all channels and identify trends, gaps, and opportunities for improvement
• Develop and maintain dashboards, KPIs, and reporting tools to provide actionable insights to leadership and front-line teams
• Lead operational improvement initiatives using Lean/Six Sigma methodologies, including process mapping and optimization
• Collaborate cross-functionally with Workforce Management, Quality, Training, and Operations teams to drive change and execute improvement plans
• Manage the rollout and adoption of new processes, tools, and workflows, ensuring successful implementation and measurable outcomes
• Prepare executive-level reports and presentations on operational health, improvement initiatives, and business outcomes
• Partner with external vendors and internal IT teams to ensure data integrity, process alignment, and reporting accuracy

Qualifications

• 2-4 years of experience in a contact center analytics, workforce management, or operations improvement role
• Strong understanding of contact center KPIs, omnichannel operations, and workforce planning
• Hands-on experience with data visualization and reporting tools (Looker Studio preferred)
• Experience with CRM and call center platforms (e.g., Salesforce preferred, Amazon Connect preferred, Five9, Zendesk)
• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies (certification a plus)
• Strong analytical skills with the ability to drive action through data storytelling
• Excellent communication skills - able to clearly present complex findings and lead change across technical and non-technical teams
• Highly organized, detail-oriented, and proactive
• Bachelor's degree in Business, Operations, Analytics, Industrial Engineering, or a related field preferred

What We’re Looking For:

• Agile & Adaptable: Thrives in a dynamic environment with shifting priorities.
• Problem-Solver & Owner: Proactively tackles challenges and takes full ownership.
• Detail-Oriented & Thorough: Ensures accuracy in all tasks.
• Upbeat & Positive: Brings energy and enthusiasm to the team.

Preferred Skills & Experience:

• Bachelor's degree (preferred)
• Experience with Salesforce CRM
• Basic SQL knowledge
• Agile project management tools

This is not a corporate project manager role - we need a hands-on, resourceful, and versatile team player who embraces change and gets things done. If you’re ready to make an impact at a fast-growing firm, apply now!