Call Center Analyst at The City of Fort Worth

Staffordshire Moorlands, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

85232.0

Posted On

16 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Operations, Data Analysis, Performance Monitoring, Coaching, Training Development, System Administration, Reporting, Trend Identification, Documentation, Market Research, Customer Service, Communication, Problem Solving, Technology Implementation, Process Improvement, Team Collaboration

Industry

Executive Offices

Description

Pay Range: $31.52 - $40.98/hr. | $65,563 - $85,232 annually Job Posting Closing on: Thursday, January 29, 2026 📅 Workdays & Hours: Monday – Friday 8am – 5pm; Some evening/weekend work required. Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities. Find Out More! The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of over 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability. 🌆 A Call Center Analyst job is available with the City of Fort Worth Water Customer Relations Department. The Customer Relations section of the Customer Care Division is a fast-paced environment as it is an integral part of the Water Department. The ideal candidate will track and analyze call flow patterns and summarize Contact Center performance, compiles data and prepare graphical charts for annual budget, ensure aspects of contact center metrics, reporting and scheduling standards are met, and ensures all systems enhancements, upgrades and new technologies are communicated and installed. Minimum Qualifications: Bachelor’s degree in public administration, business administration or a related field Four (4) years of experience in the analysis of call center operations, processes, procedures operations, systems or methods Preferred Qualifications: Knowledge of call center operations to include call center systems such as Avaya, Selectron, Vuesion, or their equivalents Experience in call center training to include curriculum development and facilitation The Call Center Analyst job responsibilities include: Monitor and analyze contact center performance; generate Contact Center reports for statistics Monitors real-time queue activity, identifies trends and makes recommendations; identifies call trending Serves as administrator and subject matter expert for a variety of call center and monitoring systems Oserves agents interacting with customers to provide coaching, identify opportunities for training and provide call quality evaluation Serves as liaison between Contact Center, Water Information Technology and various Contact Center vendors as subject matter expert. Ensure system enhancements, upgrades, and new technologies are developed, tested, trained and rollout following business requirements Creates and maintains the documentation for the New Hire training program and ongoing process improvement training Conducts market research benchmarking to identify trends and implement business plans for best practices for the Contact Center Working Conditions and Physical Demand Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions. Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally. Apply Now! Come be part of something special in Fort Worth. 🌟 Conditions of Employment The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor. The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions. Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.

Responsibilities

The Call Center Analyst will monitor and analyze contact center performance, generate reports, and identify trends to improve operations. They will also serve as a subject matter expert for call center systems and provide coaching to agents.