Contact Center Analyst Resume Sample
Noelia Keebler
94399 Heathcote Drive,
Houston,
TX
+1 (555) 778 0667
Work Experience
Senior Analyst, Contact Center
03/2017
-
PRESENT
Houston, TX
- Travel: up to 10% Travel during the year
- Maintains quality compliance, accomplishes quality assurance objectives, establishes quality/training goals
- Delivers phone etiquette training programs to Coordinators and evaluates the effectiveness of the training and course outcomes
- Provides mentorship for Customer Support Account Coordinators emphasizing on quality and usage of resources available in Customer Support
- Interacts daily with customers and functional peer groups
- Provides secondary support on the phone in handling customer inquiries
- Provides general assistance to Customer Support Account Coordinators who have questions or problems pertaining to account and order management. Conducts situational research for problem resolution
- Stays current on promotions, procedures, policies, product updates and system changes; proactively informs Account Executives on new information. Prepares discount authorizations while obtaining appropriate approval
Contact Center Analyst
04/2013
-
10/2016
Detroit, MI
- The Member Contact Center Analyst’s success is measured by the department’s ability to meet/exceed key contact center metrics including remarkable service levels and turn times, low abandonment rates, and top notch member service ratings
- Communicate daily about the previous day’s KPIs
- Ensure SLA and KPI compliance
- Ensure superior quality and customer satisfaction
- Ensure internal and external adherence to all contractual terms
- Ensure adherence to process and procedures, modify as needed
- Review and approve volume and staffing plans
- Audit Staffing Ratios (eg, Supervisor-to-Agent)
- Initiate change and improvements by partnering with the vendor’s account manager
Junior Contact Center Analyst
08/2009
-
03/2013
Detroit, MI
- Improves customer satisfaction by providing quality training and audit feedback to staff
- Work weekdays/weekends and any shift due to 24/7 hours of operation
- Continuously monitors ACD switches, scheduling system and employee data to ensure service level and quality requirements are met
- Coordinates with call centers to ensure appropriate manpower is available and calls are handled appropriately
- Analyzes operational metrics and trends to refine forecasting to develop more accurate daily and interval staffing requirements
- Analyzes, interprets, maintains, and reports all historical and current statistics collected from ACDs and MIS systems
- Administer the system vacation planning process
- Strong math skills and numerical analytical background and experience necessary
- Excellent verbal and written communication skills required, including the ability to persuasively present verbally, call center forecasting and staffing plans to senior managers
Education
Indiana University
2004 - 2009
Bachelor's Degree in Business Studies Desirable
Professional Skills
- Exhibit excellent interpersonal skills with a proven ability to relate to others as a teacher and leader
- Demonstrates an active interest in enhancing current technical skills and learning new ones
- Exceptional organizational, project management and change management skills and adept at managing multiple and/or changing priorities
- Excellent trouble shooting skills and a commitment to excellence
- Excellent project management, written and verbal communications skills
- Strong interpersonal skills and a passion for customer service
- Demonstrates a high level of skill in resolving difficult customer situations
How to write Contact Center Analyst Resume
Contact Center Analyst role is responsible for analytical, organization, software, database, training, excel, credit, integration, recruiting, wireless.
To write great resume for contact center analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Center Analyst Resume
The section contact information is important in your contact center analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Contact Center Analyst Resume
The section work experience is an essential part of your contact center analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous contact center analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular contact center analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Center Analyst resume experience can include:
- Evaluate voice, email and chat interactions on customer service skills, product knowledge, technical skills, policy, procedure and compliance adherence
- Demonstrate strong analytical and organizational skills to compile pertinent statistical information and develop detailed project plans
- Effective listening skills, with the ability to discuss business problems and goals, and translate information into potential solutions
- Strong leadership and problem solving skills required
- Proven experience analyzing, interpreting, and summarizing complex data
- Advanced Excel and Access skills, including familiarity with modeling, pivot tables, macros and database development
Education on a Contact Center Analyst Resume
Make sure to make education a priority on your contact center analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your contact center analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Contact Center Analyst Resume
When listing skills on your contact center analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical contact center analyst skills:
- Strong product knowledge, understanding of KSEA resources and excellent problem solving skills are required. The ability to prioritize work is key
- Strong math skills and numerical analytical background and experience required
- Excellent planning and organization techniques, strong presentation skills and the ability to interact with all levels of management
- Solid creative problem solving skills are needed
- Eaton’s high ethical standards, personally demonstrates the Eaton Values & Philosophies, effectively interacts with
- Collaborate with internal teams effectively, and seek to understand user experience and stakeholder perspective on operational processes
List of Typical Experience For a Contact Center Analyst Resume
1
Experience For Contact Center Systems Analyst Resume
- Research service inquiries. Respond to TIMS tickets and e-mails submitted by credit unions, service delivery managers, contact center managers, and others as needed. Review call recordings, scripts, and knowledgebase articles as needed to resolve tickets
- Review scripts and knowledgebase articles for accuracy and clarity and recommend improvements as necessary. Update knowledgebase articles and open tickets for script changes as needed
- Make recommendations for process improvements to reduce service issues and improve the member experience
- Create training aids for products and credit union procedures; assist contact center supervisors with delivering training
- Maintains databases for accurate tracking and planning of contact center
- Performs database entry, including updates to the employee database and keying of employee exceptions
- Ensures optimum contact center productivity by providing communication and reporting around performance analytics
2
Experience For Contact Center Quality Analyst Resume
- Responsible for real-time workforce management systems including, but not limited to, assuring data integrity and real-time interfaces are operational
- Creates and presents various reporting information to contact center management and multiple intranet sites
- Exercise discretion and use independent judgment in making decisions and work with minimal functional guidance
- Drive continuous improvement to QM forms, leveraging data to identify behaviors that are known the drive customer satisfaction
- Current Team Size: 10 Analysts supporting a seven day-a-week operation
- Review call recordings for suitability for calibration meetings with credit unions
- Research and analyze data, prepare reports, identify trends and offer solutions to improve efficiency, reduce talk time, reduce escalations and transfers, and enhance the member experience
- Interface in an effective and professional manner with all levels of the organization
- Multi task in a high paced call center environment
3
Experience For Junior Contact Center Analyst Resume
- Identify trends and suggest enhancements or changes
- Collects, compiles, and organizes data required for analysis
- Researches, compiles and organizes data required for analysis
- Generates ad hoc reports to include trend analysis as requested
- Responsible for integration of several key performance data with daily contact center performance metrics
4
Experience For HRS Contact Center Analyst Resume
- Answer calls, research issues and respond to employees within service level agreements
- Escalate cases as appropriate and ensure closure
- Ensure HRDA transactions are processed in a timely manner
- Manage personnel files and ensure accurately maintained
- Process cases that have been assigned
- Ad hoc report generation
5
Experience For Temporary Junior Contact Center Analyst Resume
- Administration of new HR processes
- Perform all job functions with adherence to Eaton Philosophy & Values
- Query, manage and report data from multiple sources
- Identify data trends for both operations and staff performance to drive change
- Analyze data for trends, patterns and root cause of issues. Develop improvement processes and track results with reports to management Monitor the accuracy of scorecards and established reports on weekly or monthly basis
- Facilitate and participate in vendor and internal calibration sessions and report findings to management
6
Experience For Senior Analyst, Contact Center Resume
- Manage relationships with business partners and consults with vendors to perform quality needs analysis and determine business and/or performance needs
- Initiate and participate in process improvement activities
- Contact Center Quality Environment (Required)
- Ensure transactions in the HR system are processed in a timely manner
- Utilize personal computer and other standard office equipment with complex business applications and Internet/Intranet communications applications
- Communicate effectively in both written and verbal formats and interacts positively and professionally with all levels of management, staff, members/clients and vendors
- Be on a 24-hour, 7 days per week on-call basis
- Travel by automobile, plane, train, etc
- Respond to member-owned Credit Unions and other Financial Institutions’ inquiries utilizing multiple database systems and web-based applications for all products and service, including but not limited to updates to help systems and alerts
7
Experience For Analyst, Contact Center Resume
- Relay accurate information to callers to resolve issues utilizing complex knowledge-based tools from internal and external services and compile statistical information on new products, tools and services. Create and standardize tools needed to provide customer service to eProducts, Services, and client set-up
- Direct Credit Unions in the methods to process matters of web products and services affecting their accounts
- Communicate with training department by providing valuable feedback in the development of training tools and procedures directly related to new products and services
- Research and provide guidance on existing products and web-based applications to determine access to member care is easily recognizable and available to our members
- Develop tools necessary to compile and retrieve complex statistical information for each new product
8
Experience For Contact Center Analyst With Dutch Resume
- Coordinate with various department managers to assist in development of new products by providing real-time feedback on issues and concerns with regard to products and services
- Research and identify existing on-line help files and gain vast knowledge of information and location of specific definitions of frequently asked questions, in order to navigate the member to the right area on the website
- Drive plan to analyze contact center performance on new products and technologies categories to expediently drive improvements to the customer experience
- Facilitating contact/call calibration sessions with internal contact center
- Identifying, articulating and building reporting requirements; including targets, specific data, and anticipated outcomes
- Conduct contact center analysis for call and digital touch points for internal contact center
- Work with contact center leadership to identify and monitor performance improvement plans
- Key reports need to be documented with data definitions of what the data fields are and where the data is derived
9
Experience For Contact Center Analyst With French Resume
- Responsible for budget preparation and reconciliation of variances
- Provide analysis and recommendations to ensure achievement of SLAs for all contact center departments
- Responsible for preparation of weekly, monthly, quarterly contact center operational reviews for senior executives
- Performance analysis of existing sales and service programs. Ongoing analysis of cost benefits, efficiencies, revenue streams, project ROI’s and KPM’s
- Lead or assist in planning, coordinating and delivering all training classes for new configuration, policy and process changes in SAP. Provides refresher/remedial training for the Customer Support staff
- Provide written documentation (Weekly Feedback Training) with "uncensored" observations of each trainee to the Communicators Manager on attendance, learning curve, organization skills, participation, commitment, attitude and other general information or challenges
- Monitors and evaluates the training program's effectiveness and make recommendations for improvements to the Order Quality & Training Development Supervisor
- Works with the Order Quality & Training Development Supervisor and Contact Center Quality Analyst - Documentation (QAD) in ensuring all the resources in the department such as CS Solutions Manual is updated and evaluated for effectiveness and easy comprehension of the content
10
Experience For Member Contact Center Analyst Resume
- Creation, maintenance and distribution of statistical performance reports/files - Report frequency ranges from daily to monthly and involves utilizing and understanding data from a plethora of systems including CUIC (Telephony software), OBIEE Oracle Business Intelligence Enterprise Edition, Case Mgmt System, Survey Monkey, etc…)
- Contact Center Performance Analysis- This involves understanding key contact center terminology and metrics such as phone states, AHT, Not Ready time, Reservations, Owner Feedback scores, and general business and compliance rules
- Communicate performance analysis findings and recommendations to operational staff and leadership- Recommendations could involve areas of concern or identifying department or agent improvement opportunities around such items as compliance, AHT, attendance problems or performance items
- Daily actions include monitoring call campaigns, making pacing adjustments, and running dialer jobs on new and existing student populations while managing multiple jobs simultaneously
- Accuracy and problem resolution is important in working items in our team inboxes, answering help line calls, and assisting with user questions about our Contact Center technology
- Create and manage custom fields / objects, complex workflow rules, record types, data validation, page layouts, triggers, and third-party integrations
- We interact with reporting platforms, call recording systems, soft phones, data marts, workforce management, and voice mail services
- Load, run, and pace Dialer jobs and report on results. Learn basic and some intermediate Dialer functions. Manage all job windows below FCC Compliance regulations
List of Typical Skills For a Contact Center Analyst Resume
1
Skills For Contact Center Systems Analyst Resume
- Good business writing skills are required
- Strong math and PC skills required. Working knowledge of Force Management techniques and measurements, and scheduling system essential
- Knowledge of Genesys and Avaya ACDs, skills based routing, and Genesys Workforce Management System highly desirable
- Proficient to advanced business writing skills are required
- Experience working with relational databases and strong SQL knowledge
- Proven experience solving complex business issues
- Gets involved in activities to challenge and stretch current skills
- Works effectively as an individual and as a team member
2
Skills For Contact Center Quality Analyst Resume
- Basic skills in Java and SQL
- Basic skills in Perl and Python beneficial
- Demonstrate knowledge & experience in Contact Center environments
- Demonstrate knowledge & experience in development and lifecycle management
- Experience with converting/upgrading existing platform to Lightening
- Experience of working on core Healthcare products, challenging yet motivating environment
- Leverage data and observations to identifying new hire short falls and drive training and upskilling improvements based on those findings
3
Skills For Junior Contact Center Analyst Resume
- Experience with designing and configuring Salesforce to meet business needs
- Demonstrated knowledge of developing and implementing process improvement
- Demonstrated comprehensive knowledge and understanding of call center metrics and terminology
- Strong emphasis on attention to detail and accurate employee records and tracking
- Work experience in the design, development and implementation of training classes
- Unified Communications, Telephony and Networking experience
- Experience presenting reports, forecasts, trends, and recommendations to the team and senior management
- Technically reliable; solves problems by using recognized experience
- Personal drive and initiative to improve and grow their skill sets
4
Skills For HRS Contact Center Analyst Resume
- Demonstrated ability to pay strict attention to detail and deliver high quality results in a deadline driven environment
- Builds and maintains effective relationships with stakeholders and gets firsthand stakeholder information
- Demonstrate ability to work well in an independent role and within a team
- Work with management team to create a prioritized list of needs for each business segment
- Run various reports, perform necessary Agent Group, Agent Name, and Skill change updates as requested
5
Skills For Temporary Junior Contact Center Analyst Resume
- Prioritize work efficiently and work well under pressure with minimal direction
- Makes quality time for the most important priorities
- Establishes a good work plan for self and others, and distributes the workload appropriately
- Experience in customer service and/or business process/technology support required
- Experience in HR
6
Skills For Senior Analyst, Contact Center Resume
- Interesting and challenging work for the world’s leading companies – our clients
- Identifying, and recommending the implementation of various programs for the improvement of call center processes
- Proposing improvements to our products and processes
- Willing to work after hours as needed
- Perform integration and user acceptance testing occasionally committing time until project completion during night and weekend hours as needed
- Manage the integration of external vendor resources and/or deliverables such as facilitating tasks like onboarding, meetings, and status reporting
- Two or more years using a predictive auto-dialer, workforce management, and reporting on Contact Center reporting platforms such as an AVAYA PBX
- Lead or assist in phone training and shadowing with the new trainees while in training
- Support management in analyzing and tracking team performance metrics and utilization
7
Skills For Analyst, Contact Center Resume
- Run existing SQL queries as needed to provide reporting data
- Support entering unassigned leads and event leads into system for follow up and provide daily reporting of results
- Adapt to changing environment; exhibits understanding of people’s resistance to change and help others adapt to change
- Represent Wawa’s recruiting efforts by supporting potential applicants’ inquiries for technical support on wawa.com
- Assist the Scheduling and Forecasting processes as needed
- Responsible for interpreting call center management reports and creating recommendations for improvement strategies
- Perform analyses on datasets, integrating data from ACD, order entry system, Web/marketing, Speech and Data Analytics tool, and Business Intelligence warehouse
- Understands when to step back and abstain from overanalyzing situations
- Basic knowledge of Microsoft Desktop and Server operating systems
8
Skills For Contact Center Analyst With Dutch Resume
- Proficiency with intermediate MS Excel analysis, pivot tables, manipulation and scrubbing of data
- Complete documentation (BRD) to request application changes, operating procedures, and system enhancements that supports the Contact Center initiatives
- In-depth functional understanding of the capabilities and limitations of Salesforce
- Hands on configuration of Service Cloud including users, roles, security, profiles, workflow rules, custom objects, etc
- Document new and existing processes in SFDC
9
Skills For Contact Center Analyst With French Resume
- Performing as a Salesforce Administrator, required
- Intermediate proficiency with Microsoft Programs including Excel, Word and Outlook
- Extract data from contact center applications including but not limited to UCCX, Ivanti, SAP, Oracle Service Cloud, CSC and WFM
- Identify and recommend new ways to improve performance by streamlining business processes
- Basic knowledge of project management (e.g. interfacing with various areas affected by the project (internally & externally)
- Advanced proficiency in the use Microsoft Office tools including Word, Excel, Access & Outlook
- Develop an understanding of our databases
10
Skills For Member Contact Center Analyst Resume
- Manage and coordinate reporting program for contact center organization
- Produce standard and ad hoc reporting
- Participate in design and development of daily, weekly and monthly operational reports, ensuring high level of accuracy and timely distribution of reports
- Meet with contact center leadership to review reporting and observations
- Develop focused reporting based on already available and new data points
- Gathers requirements to develop reporting and analysis solutions to meet the needs of the business
- Balances the needs of internal or external customers with the KARL STORZ capabilities
- Monitors customer needs to identify future business opportunities
List of Typical Responsibilities For a Contact Center Analyst Resume
1
Responsibilities For Contact Center Systems Analyst Resume
- Excellent Dutch Skills
- Enhanced computer system and software skills are required
- Equivalent work experience in a Contact Center
- Real Time lead experience in a production role is considered an asset
- B.S. B.A., Mathematics, Statistics or equivalent experience required
- Experience in call center operations – with a high level of customer focus a definite asset
- Two years Contact Center experience or a telephony background in a technical support or analytical role is required
- Working knowledge of different development lifecycles, best practices, & Methodologies (e.g. Plan, Design, Testing, Scaled Agile Framework, Six Sigma, etc.)
- Assist in creating new and/or maintain existing contact lists, dial schedules, and inbound or outbound contact flows as needed by the operations teams
2
Responsibilities For Contact Center Quality Analyst Resume
- Understand and explain basic Contact Center routing to business units
- Answer business unit questions and be able to run reports in call recording system
- Basic knowledge of office environment (Outlook, Excel, PP, Word)
- Eaton’s high ethical standards, personally demonstrates the Eaton Values & Philosophies, effectively interacts with others, establishing open and trusting relationships
- Consistently handle all customers (internal and external) in a professional, courteous manner is critical. The ability to read, interpret and understand (for the purposes of providing customers with appropriate information) documents, operating instructions, maintenance instructions, and procedure manuals is required
3
Responsibilities For Junior Contact Center Analyst Resume
- Knowledge of Microsoft applications to include Excel, Access, Word, Project, and Visio
- Background in Statistics a definite asset
- Six Sigma or COPC certification an asset
- Strong analytical skills including ability to analyze data, identify and communicate underperforming areas and developing trends and recommend appropriate action
- Strong communication skills to provide necessary team members and clients with positive and constructive feedback as well as appropriate guidance/direction
- Experience in Unified Communications or other related IT technologies required
- Experience with Cisco UCCE and Verint WFO/WFM platforms
4
Responsibilities For HRS Contact Center Analyst Resume
- Work under pressure and work within tight timelines
- Innovative approach to finds ways to continuously improve processes, products and/or services; Views problems and potential solutions from various perspectives
- Be open and approachable to operations staff to assists with strategy, features and functionality of the Dialer, ACDs, WFM, and related contact center systems
- Act as a representative of the Wawa Brand as the central point of contact for all Customers to provide extraordinary Customer Service experiences with each contact. Ensure compliance with the Wawa Values by effectively managing conflict and providing outstanding service for our Customers
- Knowledge of U.S. healthcare system
- Exposure to all MS Office packages; knowledge on SQL is an added advantage
- Monitor and perform control activities (e.g. risk, issue, change, cost, scheduling, communications management, etc.) as they relate to an overall program
- Use of tools to track project deliverables (Microsoft Project, SharePoint Collaboration, Microsoft Power Point, Word, Excel, Issue Tracking, etc.) This includes a knowledge of document management best practices and procedures (e.g. Document Sharing, Versioning, Redlines, Templates, etc.)
- Organize and compile data to create and maintain useful business reports
5
Responsibilities For Temporary Junior Contact Center Analyst Resume
- Use statistical methods to analyze data and identify opportunities
- Use data to create models that depict trends in the customer base and associate metrics
- Maintain internal electronic shared files so that reports and resources are readily available and easily accessible
- Flexibility to work nights, weekends, holidays, and additional hours as needed based on business demands
- Attractive benefits package including: coverage of public transportation, private medical services, private pension account, life insurance private account, gym subscription, meal vouchers for each working day
- Coordinate with the call centers to ensure that adequate staffing is available. Provide analysis and direction to call centers to adjust staffing to react to changing operational conditions or systems problems necessary to ensure their teams meet service requirements
- Maintains, analyzes, interprets, and report on all historical and current statistics which are collected from Automatic Call Distributors (ACD's) and mechanized workforce management system
6
Responsibilities For Senior Analyst, Contact Center Resume
- Formal training in Large Team Workforce management principles highly desired
- Compares and contrasts products and promotions
- Gives recommendations when uncertainty arises
- Recognizes and works through official and informal obstacles
- Builds teams that serve the organization as a whole
- Networks to look for opportunities to team with others
7
Responsibilities For Analyst, Contact Center Resume
- Applies advanced technical knowledge to one’s job and achieves a high level of accomplishment
- Proactively implements solutions before problems become issues
- Actively seeks feedback from others to determine areas for improvement
- Learns from success and failures, and helps others learn
- Basic knowledge of TCP/IP and related protocols such as DNS and DHCP
8
Responsibilities For Contact Center Analyst With Dutch Resume
- Measures stakeholder satisfaction
- General Communication support
- Time availability (12 to 20)
- Proactive, eager to learn
- Availability to relocate to Timisoara
- Communicative and Empathic
- Solve a range of problems
9
Responsibilities For Contact Center Analyst With French Resume
- Maintain confidentiality of sensitive employee, customer, and company data without exception
- Keep abreast of new Salesforce features and functionality in order to provide recommendations for process improvements
- Manage all aspects of SFDC including ongoing support requests and administrative needs of users by providing prompt and complete resolution to technical challenges and business issues
- Regularly audit the system, and execute archive processes for major objects, Reports & Dashboards, etc
- Familiarity with contact center operations, required
- Open and Communicative
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