Intraday Contact Center Performance Analyst

Dexian; San Diego (CA); Remote; USD 55,104 - 61,992; Full time

Job summary

A staffing and IT solutions provider is seeking a Support Operations Analyst IV to join their fast-paced Customer Success organization. The role involves monitoring contact center performance, providing insights on key KPIs, and conducting analysis to guide operational decisions. Candidates should have 3-5 years of experience in contact center operations and familiarity with analytics tools like Tableau or Power BI. Competitive pay structure ranging from $40.00/hr to $45.00/hr, based on skills and experience.

Qualifications

• 3-5 years of experience in contact center operations or related fields.
• Strong knowledge of contact center KPIs and performance metrics.
• Ability to use analytics tools for data visualization and insights.

Responsibilities

• Monitor real-time and intraday contact center performance.
• Provide insights on key performance indicators (KPIs).
• Conduct root-cause analysis for operational decisions.

Skills

Contact center operations experience

Data translation into insights

Strong communication skills

Analytical mindset

Tools

Amazon Connect

Tableau

Power BI

Job description

A staffing and IT solutions provider is seeking a Support Operations Analyst IV to join their fast-paced Customer Success organization. The role involves monitoring contact center performance, providing insights on key KPIs, and conducting analysis to guide operational decisions. Candidates should have 3-5 years of experience in contact center operations and familiarity with analytics tools like Tableau or Power BI. Competitive pay structure ranging from $40.00/hr to $45.00/hr, based on skills and experience.