Associate Contact Center Analyst

Tailored Brands • Houston, TX

2d • Hybrid

About The Position

The Associate Contact Center Analyst is responsible for analyzing contact center performance, identifying trends and improvement opportunities, and delivering reporting and insights that support operational and strategic decisions for Tailored Customer Solutions (TCS). This role mines, validates, and interprets data from multiple systems to ensure leaders have accurate, timely, and actionable information. This role is an in-office position and is based in Houston, Texas reporting to the Sr Manager of TCS Analytics and Operations.

Requirements

• Associate or bachelor’s degree in business administration, Information Systems, or related field.
• 2+ years in a Contact Center environment working in a reporting or systems role
• Practical knowledge of call center telephony technology, call management systems, workforce management, and CRM platforms
• Advanced Excel skills and strong proficiency with Microsoft Office (Outlook, PowerPoint, Word); experience with BI/visualization tools is a plus
• Strong quantitative and analytical skills include the ability to interpret complex datasets, identify patterns and root causes, and translate findings into recommendations.
• Self-motivated with a demonstrated ability to work with limited supervision; must be able to deal effectively with change.
• Demonstrated display of leadership abilities, integrity, and confidence in actions and decisions
• Strong time management, team collaboration and process improvement skills
• Excellent interpersonal, verbal, and written communication skills, with the ability to work well with individuals at all levels within the organization.

Responsibilities

• Coordinate and maintain the Workforce Management platform utilized for forecasting, scheduling, tracking, monitoring, and reporting daily and monthly call center statistics.
• Analyze and monitor real time adherence of queue conditions and data to effectively gauge service levels, as well as provide discrepancy reporting to management.
• Build, maintain, and enhance reports and dashboards that provide clear visibility to volume, handle time, service levels, efficiency, and customer outcomes across phone and digital channels.
• Partner with leaders on ad hoc analysis (e.g., deep dives on volume spikes, handle-time drivers, policy changes, pilot programs) and summarize findings in a clear, actionable format.
• Support the TCS Operations team in the administration, analysis, and continuous improvement of the Salesforce CRM
• Partner with Operations, Systems, and Employee Experience to gather business requirements, translate them into analytical or systems solutions, and participate in UAT and rollout activities.
• Continuously monitor data quality and integrity, troubleshooting discrepancies across systems and putting controls in place to improve reliability of KPIs and dashboards.
• Document new and existing TCS Service, Product and Continuous Improvement processes.
• Additional duties as assigned.

Benefits

• This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts.
• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.
• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend
• Holiday Early Departure | close out early the business day before a company observed holiday.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees