Contact Center Analyst
Core
Managing day-to-day technology operations of the Contact Center, monitoring campaigns in real time, and balancing workload to meet performance goals.
Role type
Contact Center Operations Analyst
Builds
Contact Center operational stability and performance
Domain
Customer Support / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Real-time data monitoring, Campaign management, Workload balancing, Performance analysis, Operational decision-making, Reporting
Responsibilities
Monitor multiple campaigns in real time, Reallocate agents across campaigns to balance workload, Manage daily reporting and analysis
Seniority
Individual Contributor