Call Center Analyst Resume Samples

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Call Center Analysts make sure that customer service representatives interact efficiently with clients and serve the company’s best interests. Essential responsibilities of a Call Center Analyst are monitoring phone calls, assessing voice quality and product knowledge, making sure representatives follow training scripts, and recording phone calls for monitoring later. Our collection of resume samples in the field reveals the following job requirements: knowledge of industry trends, detail orientation, customer service, quality assurance expertise, and computer competences. Employers choose resumes showcasing a degree in relevant field and training in workforce management systems.

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1

Call Center Analyst/business Intern

  • Conducted research and provided resolution involved with customer complaints and reported to senior leadership.
  • Tested new products and system improvement to increase efficiency while staying compliant and preventing documentation issues.
  • Provided trainings and materials on responsibilities and duties of call center specialist role for new hires.
  • Completed data analysis using the contact center application - Customer Relationship Management (CRM) tool for documentation and compliance purposes.
  • Developed business flow charts which mapped out the entire process for handling escalated inbound calls and increasing quality accuracy.
  • Assisted both internal and external stakeholders in navigating the system while providing adequate resources.
Candidate Info
5
years in
workforce
1
year
at this job
BS
Mathematics
MA
Business Administration
2

Call Center Analyst

  • Manage call center workforce operation to ensure the team is delivering high level customer service to our customers.
  • Provide leadership, motivation and recognition and encouragement to positively impact overall team morale and performance.
  • Performs in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to team performance objectives.
  • Responsible for monitoring the call que, tracking inbound calls and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.
Candidate Info
20
years in
workforce
2
years
at this job
Criminal Justice And Business Law
3

Call Center Analyst

Create and maintain reports for director, publishers and management team regarding call center metrics

  • Provide Weekly Call Center Metrics Report to Director, Publishers and Management ream.
  • Monitor queue for call volume patterns and trends. Provide updates throughout the day to management team.
  • Provide productivity stats to Call Center Supervisor and Manager.
  • Create ad hoc reports as requested by management. Projects as assigned.
  • Weekly Dashboard for Stop Save Detail Report (Tableau and Excel).
  • Maintain Access databases for call volume, email volume and productivity statistics.
  • Excel, Access, Power Point, Word, Tableau, and Outlook
  • Report system outages to the director and management team. Open ticket with help desk and assist with resolving issue.
  • Forecasting call volume based on historical data and call arrival patterns.
Candidate Info
33
years in
workforce
3
years
at this job
C
Project Management
BS
Business

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