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Call Center Analyst Resume Samples
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0-5 years of experience
- Conducted research and provided resolution involved with customer complaints and reported to senior leadership.
- Tested new products and system improvement to increase efficiency while staying compliant and preventing documentation issues.
- Provided trainings and materials on responsibilities and duties of call center specialist role for new hires.
- Completed data analysis using the contact center application – Customer Relationship Management (CRM) tool for documentation and compliance purposes.
- Developed business flow charts which mapped out the entire process for handling escalated inbound calls and increasing quality accuracy.
- Assisted both internal and external stakeholders in navigating the system while providing adequate resources.
0-5 years of experience
- Manage call center workforce operation to ensure the team is delivering high level customer service to our customers.
- Provide leadership, motivation and recognition and encouragement to positively impact overall team morale and performance.
- Performs in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to team performance objectives.
- Responsible for monitoring the call que, tracking inbound calls and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.
0-5 years of experience
Create and maintain reports for director, publishers and management team regarding call center metrics
- Provide Weekly Call Center Metrics Report to Director, Publishers and Management ream.
- Monitor queue for call volume patterns and trends. Provide updates throughout the day to management team.
- Provide productivity stats to Call Center Supervisor and Manager.
- Create ad hoc reports as requested by management. Projects as assigned.
- Weekly Dashboard for Stop Save Detail Report (Tableau and Excel).
- Maintain Access databases for call volume, email volume and productivity statistics.
- Excel, Access, Power Point, Word, Tableau, and Outlook
- Report system outages to the director and management team. Open ticket with help desk and assist with resolving issue.
- Forecasting call volume based on historical data and call arrival patterns.
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[Call Center Analyst]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
