Real-Time Contact Center Analyst

Lever, Inc.; Roseville (CA); On-site; USD 40,000 - 53,000; Full time

Job summary

GoodLeap is a technology company delivering financing and software for sustainable solutions. The Contact Center Analyst will monitor campaigns in real time, reallocate agents to balance workload, and manage daily reporting.

The role emphasizes data-driven decision making in a fast-paced environment. Ideal candidates have 1–3 years in a contact center, with knowledge of ACD, dialer, IVR, and WFM, plus strong Excel skills; Power BI is a plus.

Qualifications

• 1–3 years in a contact center environment with real-time monitoring or reporting.
• Experience with contact center tech such as ACD, dialer, IVR, and WFM.
• Advanced Excel skills; Power BI or similar BI tools is a plus.
• Ability to translate data into actionable insights and communicate clearly.
• Excellent attention to detail and ability to prioritize under pressure.

Responsibilities

• Real-Time Campaign Monitoring & Staffing: track service levels and performance against daily goals.
• Reporting, Performance Analysis & Communication: build daily/weekly/monthly reports and present findings.
• Workforce Management Support & Documentation: assist forecasting and scheduling; document configurations and SOPs.
• Technology Administration & Support: troubleshoot ACD/dialer/IVR/WFM; escalate issues as needed.

Skills

Real-time monitoring

Workforce management

Data-driven decisions

Attention to detail

Strong communication

Tools

NICE

Verint

Genesys

Excel

Power BI

Job description

GoodLeap is a technology company delivering financing and software for sustainable solutions. The Contact Center Analyst will monitor campaigns in real time, reallocate agents to balance workload, and manage daily reporting.

The role emphasizes data-driven decision making in a fast-paced environment. Ideal candidates have 1–3 years in a contact center, with knowledge of ACD, dialer, IVR, and WFM, plus strong Excel skills; Power BI is a plus.