Call Center Analyst Resume Samples

4.5 (110 votes) for Call Center Analyst Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the call center analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Resume Builder
CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Create a Resume in Minutes
JM
J Morar
Johnpaul
Morar
345 Abbott Points
Los Angeles
CA
+1 (555) 987 8841
345 Abbott Points
Los Angeles
CA
Phone
p +1 (555) 987 8841
Experience Experience
Dallas, TX
Call Center Analyst
Dallas, TX
Cartwright and Sons
Dallas, TX
Call Center Analyst
  • Ongoing coaching, development, and mentoring of processing teams
  • Maintaining weekly and monthly work-reports
  • Monitoring of Call Center, Specialty Team and FAST employees to provide real time feedback as issues are identified
  • Develop and compile weekly and monthly reports
  • Assist in identifying business improvement opportunities and support selection of projects through call center analysis and prioritization against business goals
  • Expertise with ESS Call Center workflow, Specialty Team workflow, FAST team workflow and processes as well as Artiva and Hotkey systems as well as HOST systems including but not limited to HMS, STAR, Meditech, PULSE/DAR
  • Responsible for executing the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner
New York, NY
Assoc Call Center Analyst
New York, NY
Kunde-Altenwerth
New York, NY
Assoc Call Center Analyst
  • Analyze actual call center performance metrics and forecasting assumptions
  • Monitors, tracks and analyzes call center service level performance and scheduling assumptions
  • Review forecast accuracy, and make proactive recommendations to minimize variances
  • Reviews metrics with leadership team to ensure consistent quality performance
  • Research forecast and call volume drivers
  • Identifies trends and incorporates those trends into long term FTE forecasts
  • Recommends remediation plans where necessary
present
Boston, MA
Facility Management Call Center Analyst
Boston, MA
Conn and Sons
present
Boston, MA
Facility Management Call Center Analyst
present
  • Answer Emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
  • Operate the Macy’s Inc. Work Order Management System
  • Create, update, and maintain the FMCC website and FM field reports website
  • Perform various FMCC assignments, special projects, and other duties as assigned
  • Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
  • Issue product orders and update work orders accordingly
  • Prepares all FMCC procedural and training manuals
Education Education
Bachelor’s Degree in Involvement
Bachelor’s Degree in Involvement
Cornell University
Bachelor’s Degree in Involvement
Skills Skills
  • 5 years of call center forecasting experience
  • Proficient in MS Word and MS PowerPoint
  • Highly proficient in MS Excel
  • Strong mathematical, analytical, communication, and organization skills
  • Knowledge of call center fundamentals including queuing theory, call center metrics and forecasting processes
  • Experience in building, analyzing, and manipulating call center capacity and statistical models
  • Effective verbal and written communication skills and demonstrate the ability to work well within a team
  • Demonstrated ability to deliver highly technical information to less technical individuals
  • Professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development
  • Proven ability to exercise sound judgment and strong problem solving skills
Create a Resume in Minutes

11 Call Center Analyst resume templates

1

Call Center Analyst Resume Examples & Samples

  • Bachelor's degree from an accredited college or university, preferably in Mathematics, Statistics or Business Administration
  • 5 years of call center forecasting experience
  • Proficient in MS Word and MS PowerPoint
  • Highly proficient in MS Excel
  • Strong mathematical, analytical, communication, and organization skills
  • Knowledge of call center fundamentals including queuing theory, call center metrics and forecasting processes
  • Experience in building, analyzing, and manipulating call center capacity and statistical models
  • Effective verbal and written communication skills and demonstrate the ability to work well within a team
  • Demonstrated ability to deliver highly technical information to less technical individuals
  • Professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development
  • Proven time management skills are necessary. Must demonstrate the ability to manage multiple priorities, deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required
  • Proven ability to exercise sound judgment and strong problem solving skills
  • Proven ability to ask probing questions and obtain thorough and relevant information
  • Must be detail oriented with strong organizational and data processing skills
  • Proven ability to follow detailed instructions is essential, along with proven problem solving skills
  • Proven analytical, research and problem solving skills
  • Ability to learn quickly and apply learning to new situations
  • Flexibility to change as appropriate
  • Ability to effectively present information and respond to questions from senior leadership and business teams
  • Previous experience with ACD reporting and administration experience
2

Associate Workforce Call Center Analyst Resume Examples & Samples

  • Responsible for the successful scheduling and intra-day management of Contact Centers, with a focus on results
  • Work with Site leadership focusing on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, reducing variation, and focusing on cost optimization
  • Maintain and execute on the Workforce Vision of 'Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company'
  • Participate as team member or subject matter expert on projects and change initiatives
  • Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
  • Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary
  • Monitor volume, Average Handle Time (AHT), and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
  • Create and maintain real, historical and custom reports (e.g., CMS)
  • Serve as the site forecasting resource, providing data and feedback to National Forecasting Team, to improve overall forecasting accuracy
  • Perform Ad Hoc Reporting as needed to improve overall performance of the call center, understanding drivers
  • Run and develop reports and templates as needed
  • Adjust workforce requirements based on changing / dynamic forecasts
  • 1+ year of experience working in a call center or other operations environment, preferably in a Workforce setting
  • Operational knowledge of call centers
  • General understanding of call center systems telecom hardware
  • Understanding of call software tools and programming requirements
  • Adaptable and able to move with change while maintaining a positive attitude
  • Good Analytical Skills
  • 2-year college graduate / Associates Degree or higher
  • Strong understanding of Excel and Access with experience in creating ad hoc reports
  • Experience with PBX, ACD and IVR systems
  • Experience with CMS modifications, vector scripting and IEX
  • Experience with a team that includes outbound agents
3

Call Center Analyst Resume Examples & Samples

  • Responsible for executing the daily call center activities, taking customer calls, processing/logging them in the system, and communicating/assigning a Field Service Engineer for the technical service in a timely and precise manner
  • Manages daily contact with customers, field service engineers and sales reps ensuring adequate communication and information flow of the customer service process
  • Maintains all records in accordance with regulatory requirements
4

Facility Management Call Center Analyst Resume Examples & Samples

  • Support daily operation of the FMCC and related duties
  • Prepare, analyze, and distribute daily, weekly, monthly, and annual reports to various departments
  • Create, update, and maintain the FMCC website and FM field reports website
  • Prepare daily lunch schedules and assignments of Facilities Administrative Support Team Representatives in conjunction with Facilities Administrative Support Team Supervisors
  • Maintain all call center office equipment and report service repairs as needed
  • Order supplies and maintain supply inventory
  • Issue product orders and update work orders accordingly
  • Maintain and update archive file of all call center drives, and documents
  • Prepare, maintain, and distribute all call center documents and phone lists
  • Prepare and maintain the on-call, daily, and weekend duty roster for field engineers
  • Operate the Macy’s Inc. Work Order Management System
  • Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
  • Answer Emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management
  • Take appropriate actions when answering emergency and non-emergency phone calls
  • Perform various FMCC assignments, special projects, and other duties as assigned
  • Prepares all FMCC procedural and training manuals
5

Call Center Analyst Resume Examples & Samples

  • Familiarity with accounting principles
  • Advanced Excel skills
  • Analytical; able to work with and interpret data to inform business decisions
  • Able to communicate effectively, to drive an agenda and to influence outcomes
  • Ability to manage a vendor relationship
  • Effective at modeling
  • Balance of proactive and reactive approaches
  • Understanding/anticipation of needs and opportunities
  • System admin/ programming skills - or outsource again (recommended)
  • Ability to represent the needs and interests of the team, communicating strategies and coordinating efforts and implementation plans
  • Advanced Excel and systems skills
  • Detail-oriented, thorough, accurate
  • Partnership with business partners to clearly understand how reports will be used
  • Diligence in keeping reports current (format, content, distros, delivery)
6

Call Center Analyst Resume Examples & Samples

  • Prepares weekly call volume forecasts by queue for all operational areas that are accurate within 5% each week. Monitors results daily and makes adjustments as appropriate. Recognizes and adjusts for anomalies in call histories to predict future activities. Develops forecasts for holidays and other non-standard events (natural disasters)
  • Ensures that schedules and work patterns meet business requirements ongoing while addressing individual needs, which includes the development and proposal of alternative options with regards for agents’ preferred schedules. Recommends shifts/schedules for new hires
  • Uses workforce management tool to predict headcount requirements, calibrating call shipment and volume predictions with departmental staffing models. Reviews actual results of service level and call volume forecasts, looking for discrepancies and performing root cause analysis. Analyzes ‘what if’ scenarios to gauge the impact of potential phone skill or agent schedule changes. Makes recommendations on Overtime and TOWP hours needed. Recommends limits on scheduled time off activities (vacations/personal days)
  • Troubleshoots phone issues for leadership and agents. Monitors results after system changes to ensure we achieve expected outcomes, and works with business owners on adjustments necessary. Works with vendors to resolve problems, and enhance investment in workforce management tools. Helps to train other team members and leadership on the successful use of CMS and workforce management tools
  • Ensures accuracy and integrity of Blue Pumpkin database, including but not limited to work patterns, shift and absence types, staffing rules, skills, reporting relationships, team assignments, login ID’s, filters and events. Performs system administration functions including assigning user permissions, mapping skills to vdns, and creating combined call queues. Maps cms real time data to appropriate activity. Designs and runs custom reports
  • Works collaboratively with Coordinators on a daily basis to respond appropriately to current business needs. Recommends & implements the use of OT, TOWP, schedule adjustments and skill changes to maximize service level results. Monitors real time activity and responds appropriately
  • Performs other duties as needed: Fills in for Call Center Coordinator functions
  • 2 to 5 years of related experience is required
7

Senior Technical Call Center Analyst Resume Examples & Samples

  • Configure, maintain, upgrade, and install desktop systems and customer specific software applications that enable users to perform essential job functions
  • Configure, maintain, and upgrade business specific software applications as required
  • Troubleshoot and diagnose a wide variety of issues, make adjustments, repairs and/or perform preventative maintenance regarding computer hardware, operating systems, peripheral devices, and software applications
  • Learn, evaluate, and test computer applications and hardware
  • Enter and review ticketing issues, propose solutions and procedural changes
  • Analyze problems encountered in the use of computer systems, report malfunctions, and recommend alternatives
  • Complete assigned tasks by the supervisor in a timely fashion
  • Maintain high level of customer satisfaction and timely resolution to problems and issues
  • Help create and maintain standard operating procedures within the department
  • Keep abreast of new technologies and communicate to the group
  • Log all incoming calls in ticket tracking system. Utilize other ticket tracking systems and/or software that are utilized by other technical groups
  • Strong knowledge of customer care techniques and processes
  • Strong technical skills including but not limited to Windows 7, 8 & 10 Server 2003, 2008 & 2012, Citrix, TCP/IP, DNS, DHCP, VPNs, and Network Connectivity
  • Strong organizational skills
  • Natural flair for training, coaching, motivating, and interacting with people
  • Ability to collect, gather, monitor and track information
  • Ability to perform as a team member, and provide status to other team members
  • Ability to exercise good judgment
  • Ability to actively encourage, support, and motivate team
  • Good written and verbal skills
  • Ability to follow through with multiple projects
  • Ability to follow established procedures
  • Problem solving and decision making skills
  • Customer service orientation a must
  • Ability to lift at least 40lbs
  • Travel Requirements on Occasion (Less than 5%)
  • Knowledge of remote user access and anti-virus software
  • Thorough working knowledge of all Microsoft desktop operating systems
  • 4-5 years experience with Microsoft Operating Systems and Applications
  • 4-5 years technical support experience
  • 4-5 years LAN/WAN networking experience
  • A+ preferred. Net+/MCP certifications desirable. Additional relevant experience may be substituted
8

Call Center Analyst Resume Examples & Samples

  • Responsible for conducting quality assurance review for all Call Center employees, Specialty Team and FAST Team. Evaluation of live and recorded calls as well as system documentation to assure adherence to ESS standards, protocols and workflow processes
  • Responsible for documenting outcomes of QA review
  • Develop and compile weekly and monthly reports
  • Monitoring of Call Center, Specialty Team and FAST employees to provide real time feedback as issues are identified
  • Assist in ongoing education needs as a result of quality review findings
  • Serve as subject matter expert for Call Center, Specialty and FAST Team
  • Troubleshoot, research and correct issues – report findings timely to Call Center Director
  • Monitory daily activities and key indicators
  • Expertise with ESS Call Center workflow, Specialty Team workflow, FAST team workflow and processes as well as Artiva and Hotkey systems as well as HOST systems including but not limited to HMS, STAR, Meditech, PULSE/DAR
  • Experience with various state portals and tools to verify eligibility
  • ESS experience required - 6 months or longer in current ESS position required. Experience on Specialty and/or FAST team highly preferred
  • You are not eligible to apply if you have active disciplinary action (written warning)
  • A review of you last six month score card and QA reviews will be conducted – those who have not met Score Card and QA standards will not be considered
  • Expert knowledge of Artiva, Hotkey, HOST systems
  • Based on area of responsibility and departmental need
9

Call Center Analyst Solution Associate Resume Examples & Samples

  • Addresses inquiries sent to Level 1 via the call management system, email and telephone
  • Uses procedures, policy, knowledge base information, and other reference materials to address inquiries
  • Escalates inquiries requiring in-depth knowledge or additional review through the Case Management System
  • Creates a case for all inbound inquiries in the Case Management System
  • Utilizes strong written skills to adequately summarize case details in the Case Management System
  • Coordinates with Team Lead to research/resolve inquiries
  • Conducts all correspondence in a professional and respectful manner in order to provide high quality customer service
10

Call Center Analyst Resume Examples & Samples

  • Bachelor's degree from an accredited college or university; field of study in Operations Research, Mathematics, Statistics, or other related field preferred
  • One to three years of high - proficiency use of MS Excel (or other similar tools) to create pivot tables, write macros, apply aggregation worksheet functions, use nested formulae, and link Excel spreadsheets
  • One to three years + High proficiency of Microsoft Access Knowledge
  • Three to Five years of experience using Workforce Management Tools
  • Three to Five years of experience using, analyzing, and working with ACD Reporting
  • Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions
  • Strong ability to define data requirements, gather and validate data and other information, apply judgment and statistical tests
  • Exceptionally proficient use MS Excel to organize, summarize (analyze), and present data
  • Knowledge of business and management principles involved in strategic planning, resource allocation, workforce modeling, production methods, and coordination of people and resources
  • Experience with simulation or optimization modeling of service/production/manufacturing processes, preferred Experience with government sponsored health care programs and operations, preferred
11

Call Center Analyst Resume Examples & Samples

  • Speech Communications, Human Factors, User Interface Design, IndustrialEngineering/Process Optimization
  • Experience in VUI design or working in the call center
  • Knowledge of spreadsheets (Excel) and familiarity with script languages (likePerl)
  • Knowledge ofPowerPoint
  • Knowledge of Visio
  • BS/BA and 0-2 years of experience or MS/MA and 0 years of experience
  • (Near) Nativespeaker of German needed for annotation and call analysis work
  • (Near) Nativespeaker of Dutch needed for annotation and call analysis work
  • (Near) Nativespeaker of Italian needed for annotation and call analysis work
  • (Near) Nativespeaker of French needed for annotation and call analysis work
12

Senior Call Center Analyst Resume Examples & Samples

  • Speech Communications, Human Factors, User Interface Design, Industrial Engineering/Process Optimization
  • Knowledge of spreadsheets (Excel) and familiarity with script languages (like Perl)
  • Presenting to external and internal groups either remotely or in person
  • BS/BA and 2-4 years of experience or MS/MA
  • Group leadership skills
  • Excellent communication and collaboration skills (including remote collaboration)
  • Expertise in VUI design or working in the call center
  • Experience with VUI design and Excel skills preferred
  • Expert Power Point skills preferred
  • Expert Visio skills preferred
13

Call Center Analyst, Junior Resume Examples & Samples

  • 2 years of experience in a contact center required
  • Experience with monitoring customer interactions, including call, Web chat, and text to evaluate agent performance
  • Experience with creating or providing input on the development of instructional materials
  • Experience with Microsoft Office
  • Ability to pay strict attention to detail and prioritize tasks
  • BA or BS degree required
  • 1 year of experience with coaching agents to improve performance
  • 1 year of experience with providing contact center agent training
  • Knowledge of contact center operations best practices preferred
  • Possession of excellent listening skills
  • Possession of excellent organizational skills
14

Quality Call Center Analyst Resume Examples & Samples

  • 5+ years of experience with designing, developing, and implementing process improvements in a fast-paced environment
  • Experience in interfacing with external clients
  • Ability to guide junior members of the team in the review and analysis of metrics–based data, unstructured text, and qualitative measurements from disparate sources to identify trends and root causes
  • Experience with using statistical research methods
  • Knowledge of call center operations or health policy
  • Knowledge of ServiceNow, Remedy, or Verint
  • MBA degree
  • ITIL version 3 Certification
15

Call Center Analyst Resume Examples & Samples

  • Lead and attend calibration sessions with vendor sites
  • Provide coaching and feedback to vendor sites
  • Create and maintain Excel spreadsheets to record and track performance metrics
  • Work closely with Internal and external Operations teams and other account stakeholders to ensure that process and client guidelines are followed
  • Participate in client keying programs to identify customer needs and expectations
  • Utilize proprietary software for entering customer information into a computerized database
  • Participate in design of DE Guidelines and process documentation
  • Provide actionable data to various internal teams as needed
  • Ongoing coaching, development, and mentoring of processing teams
  • Maintaining weekly and monthly work-reports
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel and Outlook particularly)
  • Strong knowledge of Data Entry processes and techniques
  • Demonstrated ability to work well in a team environment and diverse call centers in other countries
  • Dedication to providing exceptional customer service
  • Able to coach, mentor, and motivate staff
  • Work effectively with people in other countries as well as with people in other departments within Parago
  • Previous experience in a high volume Data Entry processing environment
  • Working knowledge of business systems and methods used for data collection, root cause analysis, and performance measurement
  • Demonstrated advanced proficiency in MS Office applications
  • Demonstrated problem solving skills, including knowledge and application of analytical techniques in the resolution of operational problems
16

Customer Call Center Analyst Resume Examples & Samples

  • Research and provide verification and documentation of client issues and resolution
  • Maintain thorough knowledge and understanding of products and services
  • Effectively educate clients on the features and benefits of products and services
  • Meet accuracy, efficiency and sales (where applicable) goals while contributing to the overall success of the team, Call Center Service
  • Work collaboratively in a team environment to achieve team, department, and line of business commitments
  • Experience meeting customer service or customer satisfaction goals
  • Demonstrated success meeting established sales/referral goals and measurements
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
17

Call Center Analyst Resume Examples & Samples

  • 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
  • Identify and execute daily strategy adjustments or enhancements to drive contact center 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
  • Track state licensing requirements for contact center staff
  • Manage intra-day attendance communication line for contact center employees
18

Call Center Analyst Resume Examples & Samples

  • Provide customer service to retail stores by respondingto building maintenance requests
  • Locate, dispatch, and provide directions tocontractors associated with building maintenance
  • Follow up with contractors regarding schedulesand conditions of work/services performed
  • Complete work orders accurately and in a timelymanner
  • Additional duties as assigned by supervisor
  • Ability to multi-task, work under pressure, and
19

Call Center Analyst Resume Examples & Samples

  • Prepares daily, weekly, and monthly management reports
  • Supports management in analyzing, planning, developing and monitoring strategies and tactics to achieve business objectives. Develops and supports management information needs through periodic performance reporting, forecasting and analysis
  • Defines data requirements, gathers and validates information, applying judgment and statistical tests
  • Works with management to establish performance targets and goals for generating revenues and/or controlling expenses
  • Performs benchmark comparisons of business processes or performance to external entities
  • Assist in identifying business improvement opportunities and support selection of projects through call center analysis and prioritization against business goals
  • May work with vendors and other external entities
  • Assists servicing associates with locating information on LPS Navigator
  • Coordinate and lead activities relating to call center dialing infrastructure utilizing the I3 phone system
  • Design and implement data/call flow functionality, call list optimization and management, work force scheduling and project management
  • Two to Four years of progressive experience in mortgage banking or mortgage servicing
  • Knowledge of the servicing system
  • One to two years of data mining experience
  • Microsoft applications used in analyzing data, and high level of problem solving abilities
  • Experience in analyzing and improving operational processes
  • Possess a high level of communication and organizational skills and works to complete assignments under tight daily, weekly, and monthly deadlines
20

Assoc Call Center Analyst Resume Examples & Samples

  • Analyze actual call center performance metrics and forecasting assumptions
  • Monitors, tracks and analyzes call center service level performance and scheduling assumptions
  • Recommends remediation plans where necessary
  • Research forecast and call volume drivers
  • Review forecast accuracy, and make proactive recommendations to minimize variances
  • Identifies trends and incorporates those trends into long term FTE forecasts
  • Reviews metrics with leadership team to ensure consistent quality performance
  • Bachelor’s degree from an accredited school OR
  • High School Diploma or GED Certificate and Eight (8) years work experience
  • One (1) year experience in a call center operations center compiling and analyzing data
  • Bachelor’s degree from an accredited university
  • Two (2) years workforce management experience
  • Excellent personal computer skills
  • Very good verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
  • While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers
  • Extended periods of time doing computer-based work