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Become A Call Center Analyst

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Working As A Call Center Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Call Center Analyst Do At Hobby Lobby

* Address incoming trouble calls and follow through to completion.
* Locates and dispatches service techs Maintain correspondence and communication with internal departments.
* Data Entry / Invoice Recording Job Description
* Requirements PC skills proficiency (MS Office, excel, word, etc.) & typing Customer service and phone skills Analytical skills Construction / maintenance knowledge a plus Fire sprinkler / extinguisher knowledge a plus Good attitude & work ethic Benefits include: 401k program Paid Vacation Health, Dental, Life and LTD Insurance A great work environment EOE
* Drug/Alcohol testing complaint with applicable statutes.
* For reasonable accommodation of disability during the hiring process call (877

What Does A Call Center Analyst Do At Agile Defense

* Provide day-to-day technical assistance to high level end customers via phone, email and walk-in.
* Technical and exceptional customer service skills are a must.
* Support for government and contractor personnel for PC, and associated software packages, remote tools and Internet applications.
* In-process and out-process personnel which can include requirement analysis, training and assistance as required.
* Install software on workstations and portable systems.
* Perform workstations and software upgrades as required.
* Familiar with mobile devices and mobile applications.
* A positive personal and professional attitude in the area of customer service and mentoring is required.
* Must have excellent verbal and written communication skills and able to share knowledge with lower level analysts

What Does A Call Center Analyst Do At Quintilesims

* Research and subsequent resolution of sales representative’s transactional discrepancies (to include returns, disbursements, shipments, transfers)
* Communicate, written and verbally, with sales representatives, client home office staff, or client vendors to resolve sampling activity variances
* Present a written analysis including system generated report(s) to manager and/or client
* Administrative tasks to include copying/scanning, filing, faxing, data entry and quality check for written documentation
* Provides support to team membersKnowledge/Skills required for the Position:
* Strong analytical, organizational and problem solving skills necessary.
* Experience sorting, manipulating, reviewing and presenting data
* Proven ability to handle repetitive, data entry tasks
* Precise attention to detail
* Ability to communicate effectively (written and oral).
* Proficient knowledge of computer capabilities and PC applications such as Excel, Word and Outlook
* Ability to work independently, with minimal supervision, and within a team environment
* Excellent interpersonal and customer service skills
* Ability to effectively handle multiple tasks simultaneously, prioritize tasks and manage deadlines
* LI
* RP1
* Announcing IMS Health and Quintiles are now

What Does A Call Center Analyst Do At Dollar Tree

* Ensure associates adherence to troubleshooting and customer service standards by monitoring incoming & outgoing customer interactions.
* Assist in design of call monitoring formats and quality standards
* Recognize and confirm an associate need for coaching, correction, or promotion
* Coordinates and participates call calibration sessions
* Provides feedback to associates management team
* Creating and maintaining organized documentation for feedback

What Does A Call Center Analyst Do At Freedom Mortgage

* 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
* Track state licensing requirements for contact center staff
* Manage intra-day attendance communication line for contact center employees
* Job Requirements
* Ability to learn multiple call center technology suites
* Basic understanding of database structure and data analysis techniques
* Bachelor’s degree preferred
* to 3 years professional experience (internship experience applicable)
* Strong attention to detail
* Experience in call center environment preferred
* Must be available for working hours between 7am and 10pm Eastern Monday through Friday and 8:30am to 6:00pm Eastern Saturday
* HS Diploma or GED required
* Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington D
* C., Puerto Rico and the Virgin Islands.
* We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as the #7 lender in the nation.
* Freedom Mortgage currently services more than $100 billion, and we are a top VA and FHA lender.
* And we are continuing to grow! Freedom Mortgage is again on the Inc.
* list of the nation’s fastest growing private firms.
* This year we ranked #1842; our revenue ranks as the largest in the state of NJ and largest nationwide in the category of Financial Services in 2017.
* Freedom Mortgage has over 5300 employees and offices nationwide.
* Locations include suburban Philadelphia (multiple sites in Southern New Jersey and Fort Washington, PA) and Fishers, IN, two regions where we were named Top Workplaces.
* We also have large operating centers in Melville, NY; Orlando, FL; San Diego, CA; San Dimas, CA; and Tempe, AZ.
* Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities.
* Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate.
* Learn more about us and apply!
* Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity.
* Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities.
* Local applicants encouraged to apply.
* Employment contingent upon successful completion of background investigation.
* Smoke-free workplace.
* Drug-free work environment.
* Excellent benefits package including medical, dental, vision and 401(k).
* All resumes are held in confidence.
* Only candidates whose profiles closely match requirements will be contacted during this search.
* LENDER NMLS ID:2767
* Equal Opportunity Employer

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How To Become A Call Center Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Call Center Analyst jobs

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Call Center Analyst Career Paths

Call Center Analyst
Call Center Manager Operations Manager General Manager
Account Manager
5 Yearsyrs
Project Manager Information Technology Project Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Administrator Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Call Center Manager Project Manager Information Technology Project Manager
Director Of Information
10 Yearsyrs
Project Coordinator Information Technology Project Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Systems Analyst Information Technology Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Help Desk Analyst Systems Administrator Engineer
Engineering Manager
10 Yearsyrs
Operations Manager Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Project Coordinator Business Analyst Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Systems Analyst Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Analyst Business Analyst
Product Manager
7 Yearsyrs
Business Analyst Senior Business Analyst Project Manager
Program Manager
8 Yearsyrs
Analyst Finance Analyst Finance Manager
Sales Manager
5 Yearsyrs
Project Manager Program Manager Business Development Manager
Senior Account Manager
7 Yearsyrs
Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Operations Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Help Desk Analyst Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Call Center Analyst Demographics

Gender

  • Female

    52.6%
  • Male

    45.8%
  • Unknown

    1.5%

Ethnicity

  • White

    77.5%
  • Hispanic or Latino

    13.9%
  • Asian

    6.2%
  • Unknown

    1.8%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    67.9%
  • Chinese

    7.1%
  • Japanese

    7.1%
  • Portuguese

    3.6%
  • Romanian

    3.6%
  • French

    3.6%
  • Hindi

    3.6%
  • Urdu

    3.6%
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Call Center Analyst

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Call Center Analyst Education

Call Center Analyst

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Top Skills for A Call Center Analyst

CustomerServiceCallsEnsureServiceLevelsHardwareDataEntryWorkforceManagementCallCentersTroubleTicketsSuperviseWindowsPhoneCallsRemoteAspectActiveDirectoryCustomerSatisfactionAvayaCMSTechnicalSupportWebACDSQLAudit

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Top Call Center Analyst Skills

  1. Customer Service Calls
  2. Ensure Service Levels
  3. Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Saved and stored all customer service calls for future reviews and training.
  • Monitor real time data and make time adjustments to ensure service levels are being met across 4 customer service sites.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Performed data entry; maintained and/or retrieved records including financial payment information to enroll executives in continuing education seminar programs.
  • Utilize the call center databases (Workforce Management System, Telephone Switch, etc.)

Top Call Center Analyst Employers

Call Center Analyst Videos

Workforce Management Basics for Call Centers

Value of quality assurance in the call center

Call Center Quality Assurance Certification Training - BenchmarkPortal

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