Call Center Analyst-Temp

We are seeking a skilled and detail-oriented Call Center Analyst with 2 to 4 years of experience to join our dynamic team. The ideal candidate will have a proven track record of analyzing call center operations and implementing data-driven strategies to enhance performance.

Experience with Twilio is essential, as this role involves optimizing call flow, monitoring key performance metrics, and ensuring seamless communication systems. Additionally, proficiency with Salesforce and SQL is critical for managing data and understanding CRM workflows.

• Data Analysis : Gather, analyze, and interpret call center metrics to identify trends, issues, and areas for improvement.
• Twilio Integration & Optimization : Manage, monitor, and optimize Twilio-based systems, ensuring smooth operation and effective communication workflows.
• Salesforce CRM Management : Pull data from Salesforce to generate insights, track customer interactions, and understand CRM workflow processes to enhance call center performance.
• SQL Expertise : Use SQL to query databases, extract meaningful data, and create actionable reports to support decision-making.
• Performance Monitoring : Develop and maintain dashboards and reports to track KPIs such as average handling time, call abandonment rate, first-call resolution, Net Promoter Score (NPS), customer satisfaction (CSAT), and employee engagement metrics.
• Process Improvement : Identify inefficiencies in call center processes and recommend actionable solutions to improve agent performance, customer satisfaction, and operational efficiency.
• Specific Call Center Experience : Leverage experience in healthcare call centers, including familiarity with HIPAA compliance or other relevant industry standards.
• Collaboration : Work closely with IT, operations, and management teams to implement tools and processes that improve efficiency and effectiveness.
• Quality Assurance : Conduct audits to ensure compliance with company standards and policies.
• Problem-Solving Expectations : Solve real-time operational issues and improve call flows to meet SLAs.

• Experience : 2 to 4 years of experience as a call center analyst or in a related role.
• Technical Skills : Hands-on experience with Twilio (e.g., call flows, IVR setup, APIs) and familiarity with other call center software.
• Salesforce Expertise : Strong understanding of Salesforce CRM workflows, including pulling and analyzing data to support operational needs.
• SQL Proficiency : 2 to 4 years of hands-on experience using SQL for database queries and reporting.
• Analytical Tools : Proficiency in tools like Excel, Tableau, and Power BI, including experience with semantic modeling, building reports, and creating interactive visuals.
• Problem-Solving Skills : Strong ability to identify issues and develop innovative, data-driven solutions.
• Communication : Excellent verbal and written communication skills for conveying insights to stakeholders.
• Educational Background : Bachelors degree in Business, Data Analytics, Computer Science, or a related field (preferred) or equivalent experience.

• Familiarity with other CRM platforms (e.g., Salesforce, Zendesk).
• Understanding of workforce management tools and scheduling systems (e.g., NICE, Verint).
• Certification in Salesforce, Twilio, or related technologies is a plus.
• Experience working with Data Zone and Amazon QuickSight.