Contact Center Analyst (Team Leader)

Role Overview: You will be responsible for providing data and analysis of Customer Support activities, performance, and issues to Customer Support Supervisors and Managers. As a member of the Contact Center team, you will play a crucial role in monitoring the Automatic Call Distribution System, developing reports and analysis, and actively participating in continuous improvement activities. Key Responsibilities: - Provide data and analysis of activities, performance, and issues for Supervisor and Manager review - Monitor Automatic Call Distribution System and develop reports and analysis - Participate in continuous improvement activities and support process changes in line with customer expectations and organizational goals - Act as a project coordinator for complete projects or manage a portion of a larger project - Understand existing and new Contact Center policies and procedures - Develop methods for collecting and reporting data to support Contact Center metrics and decision making - Report on customer satisfaction metrics - Assist with workforce management by analyzing call volume and staffing levels - Identify trends, suggest causes, and recommend solutions for review by Supervisors and Managers Qualifications Required: - Strong analytical skills with the ability to interpret data and trends - Project management experience would be an advantage - Familiarity with Contact Center operations and metrics - Excellent communication skills to effectively interact with Supervisors, Managers, and team members,