Contact Center Performance Analyst

1 week ago


Northbrook, Ohio, United States USA Clinics Group Full time
About the Role

We are seeking a skilled Contact Center Performance Analyst to join our team at USA Clinics Group.

Estimated Salary: $65,000 - $80,000 per year

Job Description

This is a full-time position working onsite five days a week in our Northbrook, Illinois corporate office. The successful candidate will be responsible for evaluating and enhancing contact center performance and metrics to support internal and offshore strategies.

Key Responsibilities
  • Analyzing and Improving Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
  • Data Management: Source and mine data to support strategic continuous improvement initiatives.
  • Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
  • Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.
Requirements

To be successful in this role, you will need to possess excellent analytical skills, strong communication skills, attention to detail, and knowledge of call center operations.

  • Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement.
  • Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents.
  • Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement.
  • Knowledge of Call Center Operations: Understanding of call center workflows, metrics, and best practices.
  • Technical Proficiency: Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
  • Training and Coaching Skills: Experience in providing constructive feedback and training agents to improve performance.
Benefits
  • Health Insurance: Comprehensive medical, dental, and vision coverage.
  • 401(k) Plan: A retirement savings plan with company matching contributions.
  • PTO: Paid time off for vacation, sick leave, and holidays.


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