Customer Service Analyst – Workforce

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

• 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

Requirements

• 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.

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

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

Industry Keywords

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

Tools & Technologies

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