Contact Center Analyst

Description

Key Responsibilities

Service Coordination & Customer Support

• Assess customer needs, gather relevant information, and open work orders.
• Provide quotes, develop claims, prepare repair plans, and schedule service work.
• Communicate repair status updates to customers and ensure timely resolution.
• Support service scheduling and coordination with field service teams.
  

Technical & Administrative Support

• Develop diagnostic plans and repair timelines based on parts and labor availability.
• Review plans with Service Supervisor and assist in job assignment scheduling.
• Process work orders and invoices accurately using IT systems.
• Maintain documentation including service worksheets, timesheets, and quality records.
  

Data Analysis & Reporting

• Monitor call distribution systems and generate performance reports.
• Analyze customer support metrics and identify trends for improvement.
• Support workforce management through call volume and staffing analysis.
• Assist in continuous improvement initiatives and project coordination.
  

Responsibilities

Qualifications

• College, university, or equivalent degree in a relevant discipline.
• This position may require licensing for compliance with export controls or sanctions regulations.
  

Skills & Competencies

Technical & Analytical Skills

• Strong problem-solving skills and ability to manage complex service events.
• Proficiency in Excel; Power BI skills are preferred.
• Comfortable working with various IT systems and service management tools.
  

Communication & Collaboration

• Strong written and verbal communication skills.
• Ability to collaborate across teams and manage customer expectations.
• Experience in handling conflict and adapting to changing situations.
  

Core Competencies

• Communicates Effectively
• Customer Focus
• Collaborates
• Manages Complexity
• Manages Conflict
• Optimizes Work Processes
• Situational Adaptability
• Service Capability, Capacity and Coverage
• Values Differences
  

Qualifications

Experience

• Minimal relevant work experience required.
• Prior experience in customer support or service coordination is preferred.
  

Job

Organization

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