Call Center Analyst
Hiring Manager(s): Lauren Rodriguez ([email protected])
Description
Are you detail-oriented, data-savvy, and ready to make an impact from day one? Do you enjoy uncovering insights that help teams perform at their best? If so, we’ve got a seat for you!
At DEX Imaging, we believe great customer experiences start with great people — and that includes our behind-the-scenes heroes who keep things running smoothly. As an Entry-Level Call Center Analyst, you’ll help us understand what’s happening across our call center so we can deliver top-notch service every time.
JOB SUMMARY |
The Entry-Level Call Center Analyst supports daily call center operations by analyzing call volume trends, agent performance, and service levels. This role helps ensure efficient staffing, improved customer experience, and consistent achievement of operational goals. The analyst will assist in data collection, reporting, and performance monitoring under the guidance of Workforce Management Lead of Call Center Manager. |
ESSENTIAL DUTIES AND RESPONSIBILITIES |
· Monitor real-time call center performance metrics (e.g., service level, average handle time, occupancy). · Assist in preparing daily, weekly, and monthly performance reports. · Track and analyze call volume trends to identify opportunities for improved efficiency. · Support workforce scheduling and adherence monitoring. · Collaborate with supervisors and team leads to identify and resolve operational issues. · Maintain data accuracy in reporting tools and systems. · Participate in process improvement initiatives to enhance service quality and productivity. · Provide administrative support for analytics and performance reporting. |
MANAGEMENT AND SUPERVISORY RESPONSIBILITY |
· Typically reports to Quality and Workforce Management Lead · Job is not directly responsible for managing other employees (e.g., hiring/termination and/pay decisions, performance management). |
KNOWLEDGE AND SKILL REQUIREMENTS |
· Strong analytical and critical-thinking skills with the ability to interpret data and identify actionable insights. · Proficiency in Microsoft Office applications, particularly Excel (formulas, pivot tables, charts). · Excellent written and verbal communication skills. · Strong attention to detail, accuracy, and organizational capability. · Ability to manage multiple priorities and meet deadlines in a fast-paced environment. · Demonstrated initiative, accountability, and a commitment to continuous improvement. |
EDUCATION AND EXPERIENCE REQUIREMENTS |
· Associate’s degree in business, analytics, communications, or a related field preferred. · Equivalent combination of education and experience may be considered. · 1-2 years of experience in a call center, customer service, or data analysis role. · Experience with Microsoft Excel, Google Sheets, or reporting tools is a plus. · Bilingual is a plus. |
WORKING CONDITIONS | |||
· Regular business hours. Some additional hours may be required. · Travel requirements: Domestic: Up to 20% · Climate controlled office environment during normal business hours. | |||
PHYSICAL REQUIREMENTS | |||
Sitting | Up to 7 hour(s) a day | Lifting | Up to .5 hour(s) a day, up to 50lbs max. ^ |
Walking | Up to 2 hour(s) a day | Pushing/ Pulling | Up to .5 hour(s) a day, up to 50lbs max. ^ |
Standing | Up to 4 hour(s) a day | Climbing | Up to .5 hour(s) a day |
Bending/ Squatting/Stooping | Up to 1 hour(s) a day | Stairs | Up to .5 hour(s) a day |
Reaching | Up to 2 hour(s) a day | Ladder | Will not apply generally |
Balancing | Will not apply generally | Step stool | Will not apply generally |
Twisting | Up to 1 hour(s) a day | Excessive heat exposure | Will not apply generally |
Crawling | Will not apply generally | Excessive cold exposure | Will not apply generally |
Hands in water | Will not apply generally | Dust exposure | Will not apply generally |
Kneeling | Will not apply generally | Loud noise exposure | Will not apply generally |
Data Entry/Typing | Up to 4 hour(s) a day | Humidity exposure | Will not apply generally |
Unusual hearting or vison demands: None Specified | |||
^Other physical demands or notes: Employees should not attempt to lift, pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position. | |||
DISCLAIMER
The preceding job description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this job. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation is made to enable individuals with disabilities to perform essential functions.
This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.
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