Contact Center Analyst

MED-EL Corporation•Durham, NC

25m

About The Position

The Contact Center Analyst plays a key role in driving operational excellence across the contact center. This position supports workforce management (WFM), reporting, analytics, and workflow optimization to enhance efficiency, improve customer experience, and enable data-driven decision making. The ideal candidate is analytical, detail-oriented, and proactive in identifying opportunities for continuous improvement within contact center operations.

Requirements

4+ years of experience in contact center operations, workforce management, business analytics, or reporting
Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics)
Experience with workforce management platforms and reporting tools
Strong analytical and critical-thinking skills
Experience with contact center platforms and KPI analysis
Excellent organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience with Power BI, Tableau, or similar data visualization tools
Experience supporting continuous improvement initiatives

Responsibilities

Manage and support WFM functions including forecasting, scheduling, real-time monitoring, and staffing analysis
Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other operational metrics
Partner with leadership to optimize staffing models and improve operational efficiency
Monitor intraday performance and recommend adjustments to meet service level goals
Develop, maintain, and distribute operational reports, dashboards, and KPI scorecards
Analyze data to identify trends, root causes, and opportunities for improvement
Provide actionable insights and recommendations to leadership
Support monthly, quarterly, and ad hoc business reviews with data analysis and reporting
Ensure accuracy, consistency, and data integrity across reporting
Evaluate current workflows and operational processes to identify inefficiencies
Recommend and implement process improvements that enhance productivity, stakeholder experience, and quality outcomes
Collaborate cross-functionally to streamline processes and reduce operational friction
Support system enhancement initiatives as needed
Partner with contact center leaders, operations, training teams, and other stakeholders to support strategic initiatives
Present findings and recommendations clearly to leadership
Serve as a resource for operational reporting, analytics, and workforce planning