Call Center Analyst Resume Samples

A Call Center Analyst provides support and assistance to the Call Center management and staff. While actual duties vary from setting to setting, the following are certain core tasks that are mentioned on the Call Center Analyst Resume – developing short and long term forecasting; scheduling all call center resources; making recommendations to the management on real-time staffing needs; analyzing trends and making recommendations in relation to call volume; managing time-off scheduling process and tools; communicating and providing feedback effectively to customer support management team; and ensuring all tools, processes, and procedures are properly documented.

The most sought-after skills include strong background supporting the use of appropriate software and hardware relating to the call center; experience with workforce planning software; experience in sales and technical environment; and strong communication skills. A relevant degree is commonplace among job applicants.

 

Call Center Analyst Resume example

Call Center Analyst Resume

Summary : Results-oriented Call Center Analyst professional with 25+ years of experience in management and customer relations within the call center and healthcare industries. A highly motivated leader with a strong work ethic committed to customer satisfaction, employee development, and bottom-line results.

Skills : Microsoft Suite, Customer Service, Multitasking.

Description :

    1. Designed call flows and phone features to increase handled/inbound call volume by 50% which also results in higher adjuster accessibility and customer satisfaction.
    2. Worked with the management team to define and create new telephony applications to deliver user-friendliness IRV; also create reports to track such improvements.
    3. Documented voice system announcements, call flow changes, and resolve system technical problems.
    4. Tracked, researched, and solved all trouble tickets.
    5. Kept track of tilesets and headsets and order replacements as needed.
    6. Monitored real-time call and non-call performance and activity to ensure service levels are met.
    7. Alerted management to discrepancies or real-time changes in service levels.
      Years of Experience
      Experience
      10+ Years
      Experience Level
      Level
      Senior
      Education
      Education
      GED


      Call Center Analyst Resume

      Objective : Highly motivated, experienced, and passionate candidate seeks to further a career in a Call Center Analyst position that can utilize my technical skills and management knowledge to benefit mutual growth and success.

      Skills : Data Entry, Customer Service, Computer Skills.

      Description :

        1. Worked with customers to resolve issues, recorded all information for review in the Problem Management System (Remedy).
        2. Gathered and analyzed all issue related data to provide accurate solutions.
        3. Assigned problem classification and severity level as needed.
        4. Consistently met and exceeded KPI measurements.
        5. Tracked issues from point of contact through resolution.
        6. Escalated complex and/or high priority issues to the appropriate support group or vendor for resolution.
        7. Ensured proper notification and escalation procedures were followed.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Executive
      Education
      Education
      Bachelor Degree


      Call Center Analyst Resume

      Objective : Highly qualified Call Center Analyst with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment in which your the company prides itself.

      Skills : Managed People-Processes and Resources, Customer Support, Computer Operations, Help Desk Support.

      Description :

        1. Reviewed and provided quality assurance for work done by staff in the call center department.
        2. Provided staff with feedback regarding their work performance.
        3. Addressed questions from call center staff regarding issues/obstacles encountered during the course of their duties.
        4. Fulfilled all of the regular duties of a member of the call center team.
        5. Gathered the information necessary to efficiently obtain records and reviewing them once they arrived in the office.
        6. Reviewed incoming invoices and creating checks to pay them.
        7. Assigned work to approximately 10 staff members on a regular basis but did so for as many as 25.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Executive
      Education
      Education
      GED

      Call Center Analyst Resume

      Headline : As a Call Center Analyst, responsible for Providing analytics and consultation to help guide collection strategy; Partnering with the Strategy Team to design changes to calling strategies in use with all dialing platforms to enhance operational performance.

      Skills : Cognos Reporting, Tableau Reporting, Intermediate To Advanced Excel, AVAYA, Cisco, Salesforce CRM.

      Description :

        1. Provided forecasting, reporting, and scheduling support for National Accounts.
        2. Analyzed data for the purpose of forecasting future call volumes and provided recommendations for staffing requirements for both internal and vendor support.
        3. Utilized the call center databases (Workforce Management System, Telephone Switch, etc.) to pull data for analysis purposes.
        4. Monitored and analyzed daily call activity and identify potential opportunities, needs, and issues.
        5. Determined if resources need to be shared or schedules need to be changed to ensure efficiencies.
        6. Produced long term forecast capacity models for budget planning.
        7. Prepared and produced Call Center PGs reports for senior leadership according to schedule and guidelines.
      Years of Experience
      Experience
      5-7 Years
      Experience Level
      Level
      Executive
      Education
      Education
      BS

      Call Center Analyst Resume

      Objective : Seeking a Call Center Analyst position, responsible for Ensuring daily collections workflow is available and running smoothly for all call center sites, including real-time monitoring of calling campaigns and site technology.

      Skills : Microsoft Office, Project Management, Avaya, Business Analysis, Customer Service, Quality Assurance, Data Analysis.

      Description :

        1. Built predictive models to forecast future staffing needs.
        2. Contributed to the restructuring of the organization.
        3. Created various reports.
        4. Assisted with the implementation of new reporting software.
        5. Created schedules for customer service representatives.
        6. Helped lead schedule rebidding for what best suited the company's needs.
        7. Analyzed problem areas within the call center and provided strategies for solving them.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Executive
      Education
      Education
      Bachelor Degree

      Call Center Analyst Resume

      Objective : Highly skilled Call Center Analyst, responsible for building collaborative relationships with business users and other PRA Partners to ensure the organization's information reporting needs are met.

      Skills : MS Office, Creating Skills, Analytical Skills.

      Description :

        1. Forecasted volume and staffing for call center receiving over 200,000 calls per month.
        2. Established goal tracking reporting to monitor the progress of specific business segments.
        3. Created a representative ranking system to objectively measure associate performance.
        4. Managed the health of the company's product inventory.
        5. Created reports to highlight the movement of inventory.
        6. Negotiated with brokers to sell old inventory.
        7. Worked with purchasing to change ordering patterns.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Executive
      Education
      Education
      G.E.D

      Call Center Analyst Resume

      Objective : Call Center Analyst with 5 years of experience in providing technical solutions for outbound dialing, inbound call management, and data retrieval as well as reports on call center productivity, trends, and forecasting.

      Skills : Database System, Organizational Skills, Good Communication Skills.

      Description :

        1. Responsible for all ASPECT ACD system administrative tasks such as user access, voice system backup, call routing, technical support, and application training.
        2. Designed real-time applications to monitor employee phone time activities.
        3. Tracked, researched, and provided solutions for all trouble tickets.
        4. Managed adjuster vacation schedule.
        5. Prepared adjuster performance reports.
        6. Worked closely with Operations Manager on HR-related tasks.
        7. Obtained client information by answering telephone calls; interviewing clients; verifying information.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Executive
      Education
      Education
      High School Diploma

      Call Center Analyst Resume

      Summary : As a Call Center Analyst with 7 years of experience in Participating in the design, development, and evolution of data products that create a positive customer experience. Designing developing, validating, and integrating reporting and information solutions.

      Skills : Excellent Communication, Excel, Excellent Customer Service, Project Management, Professionalism, Supervisory, Self-Motivated.

      Description :

        1. Responsible for taking incoming phone calls from prospective clients.
        2. Entered potential client disability insurance and personal data into the DarrasLaw intake system.
        3. Contacted potential client leads who have submitted information on the web and other sources.
        4. Sent, received, and followed up on paperwork sent to potential clients.
        5. Assisted management with Employment Security Violations investigations.
        6. Assisted with vacation policies and the granting of PTO.
        7. Recognized hiring needs and communicated them to management.
      Years of Experience
      Experience
      7-10 Years
      Experience Level
      Level
      Management
      Education
      Education
      BS In Call Center

      Call Center Analyst Resume

      Headline : Highly skilled Call Center Analyst with 8+ years of experience in developing, maintaining, and supporting collections dialing technology, including the AVAYA dialers, Asimut CTI, and click to dial applications.

      Skills : Microsoft Word, Customer Service, Organization Skills.

      Description :

        1. Interpreted, researched, and evaluated call trends in data sets.
        2. Charted existing business processes in order to define current business activities for the development of procedures and models.
        3. Collaborated with operations, marketing, and sales management colleagues to analyze operational goals and identify opportunities for improvement.
        4. Worked with the manager in recommending strategic changes that will drive improvement in center performance and deliverables.
        5. Optimized Answer rates, Conversions, and Agent Utilization.
        6. Identified, executed, and evaluated multiple A/B test initiatives.
        7. Coordinated telephonic changes with Telecom and business partners.
      Years of Experience
      Experience
      5-7 Years
      Experience Level
      Level
      Executive
      Education
      Education
      High School Diploma

      Call Center Analyst Resume

      Objective : Call Center Analyst, responsible for Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; and implementing solutions; and escalating unresolved problems.

      Skills : Creative Skills, Analytical Skills, Managing Skills, Customer Service.

      Description :

        1. Supervised daily call center activities in a 500 employee call center.
        2. Monitored call center metrics and phone activities in real-time.
        3. Managed employee work assignments which included short-term and long staffing and overtime decisions based on real-time and long-term call trends.
        4. Fully automated departmental reports for interoffice communication via email.
        5. Designed automation rules in the company's new Aspect WFM Scheduling system.
        6. Created forecast reports, executive summary reports, call center statistics reports.
        7. Ensured that all Collection and Customer Service systems are working properly.
      Years of Experience
      Experience
      2-5 Years
      Experience Level
      Level
      Junior
      Education
      Education
      GED