Real-Time Contact Center Analyst | Data & Staffing

GoodLeap; Roseville (CA); On-site; USD 39,000 - 52,000; Full time

Job summary

GoodLeap is seeking a Contact Center Analyst to monitor campaigns in real time, reallocate agents as needed, and ensure daily performance goals are met. The role emphasizes data-driven decision making, reporting, and collaboration with teams across operations.

Ideal candidates have 1–3 years in a contact center, strong Excel skills, familiarity with BI tools, and the ability to communicate findings clearly in a fast-paced environment.

Qualifications

• 1–3 years in a contact center preferred.
• Experience with real-time monitoring, workforce management, or reporting analysis.
• Strong Excel skills; Power BI familiarity a plus.
• Excellent written and verbal communication.
• Ability to translate data into actionable insights.
• Detail-oriented with the ability to multitask in a fast-paced environment.

Responsibilities

• Monitor multiple campaigns in real time using ACD, dialer, and WFM.
• Identify staffing gaps and take corrective action.
• Move agents between campaigns to balance workload and SLAs.
• Build and distribute daily, weekly, and monthly performance reports.
• Analyze data to identify trends and opportunities for improvement.
• Maintain documentation of campaign configurations and SOPs.
• Administer contact center technology and troubleshoot issues to ensure uptime.

Skills

Contact center

Real-time monitoring

Excel

Power BI

Data analysis

Communication

Decision making

Tools

ACD

Dialer

IVR

WFM

NICE

Verint

Genesys

Job description

GoodLeap is seeking a Contact Center Analyst to monitor campaigns in real time, reallocate agents as needed, and ensure daily performance goals are met. The role emphasizes data-driven decision making, reporting, and collaboration with teams across operations.

Ideal candidates have 1–3 years in a contact center, strong Excel skills, familiarity with BI tools, and the ability to communicate findings clearly in a fast-paced environment.