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Junior Call Center Analyst
Freedom Mortgage
Fishers, IN, United States
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The Call Center Analyst role is responsible for business day to day management of command center operations. This includes daily telephony management, workforce & staffing-level management, data analysis, reporting and software administration. Focus on business process and efficiencies, alongside on-time delivery will ensure success in this role.
Essential Job Functions:
• Identify and execute daily strategy adjustments or enhancements to drive contact center performance
• Manage daily task execution within telephony and workforce management software suites
• Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
• Provide trend analysis and feedback to command center leadership focused on improved business performance
• Maintain daily schedule, adherence and activity within workforce management and ACD software tools
• Communicate with multiple lines of business to ensure awareness of scheduling, tactical planning, and analysis activities
• Manage execution of skip trace and do not call programs
• Manage intra-day attendance communication line for contact center employees
Other Related Duties:
• Performs other related duties as assigned.