Call Center Operations Analyst at Viking Client Services LLC

Eden Prairie, MN 55344, USA -

Full Time

Start Date

Immediate

Expiry Date

04 Dec, 25

Salary

0.0

Posted On

04 Sep, 25

Experience

1 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Statistics, Components, Data Analysis, Reporting, Mathematics, Data Analytics, Communication Skills, Performance Metrics, Business Intelligence, Automation Tools, Microsoft Excel, Data Visualization, Pivot Tables

Industry

Information Technology/IT

Description

POSITION SUMMARY:

We are seeking a highly analytical and detail-oriented Call Center Operations Analyst to support daily operations, reporting, and performance optimization within our call center. This role will partner closely with the AVP of Operations and provide critical backup to the Telephony Support Manager. The ideal candidate excels in data analysis, reporting automation, and strategic execution tracking to drive improvements in call center efficiency and agent performance.

EDUCATION:

Bachelor’s degree in mathematics, Statistics, Data Analytics, Business Intelligence, or a related field is preferred.
Equivalent professional experience will be considered in lieu of a degree.

EXPERIENCE:

1-3 years of experience in a data analysis, reporting, or call center operations roll.
Prior experience with at least one database programming language (T-SQL, T-SWL, MYSWL, etc.).
An understanding of relational database concepts, database objects and components (functions, procedures, indexes).

Skills and Competencies:

Advanced proficiency in Microsoft Excel (pivot tables, formulas, automation tools).
Strong understanding of KPIs and performance metrics in a call center environment.
Experience with regression modeling and data visualization.
Exceptional attention to detail.
Strong written and verbal communication skills.
Ability to manage multiple priorities and work both independently and collaboratively.

How To Apply:

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Responsibilities

Oversee daily execution and system performance of CSS ACI Campaigns, and Omni Channel solutions to include report creation and analysis to maximize agent performance in contact center
Analysis review of current projects/inventory to identify strategy opportunities. Work with AVP to determine strategy needs for each project and research ways to deliver those opportunities to the team/client.
Create reporting that will allow more effective management at the agent level and alleviate frequent digging into detailed calling reports.
Work with AVP in utilizing analytical regression models.
Assist AVP with management of data analytics.
Clean up reporting templates and manage essential reporting needs.
Various report creation and execution as directed by the AVP
Backup support for all aspects of Telephony Support Manager position