Contact Center Analyst

The Contact Center Analyst is responsible for managing the day-to-day technology operations of GoodLeap's Contact Center. This role monitors multiple campaigns in real time to ensure daily performance goals are met, reallocates agents across campaigns as needed to balance workload and service levels, and manages daily reporting and analysis shared with contact center management. The ideal candidate is detail-oriented, comfortable in a fast-paced environment, and able to translate real-time data into quick, sound operational decisions.

Essential Job Duties and Responsibilities:

Real-Time Campaign Monitoring & Staffing:

• Monitor multiple contact center campaigns in real time using ACD, dialer, and workforce management (WFM) platforms to track service levels, adherence, and performance against daily goals.
• Proactively identify staffing gaps, queue backups, or performance shortfalls during the day and take immediate corrective action.
• Move and reallocate agents between campaigns and queues throughout the day to balance workload and achieve service level agreements (SLAs) and productivity targets.

Reporting, Performance Analysis & Communication:

• Build, maintain, and distribute daily, weekly, and monthly reports on campaign performance, agent productivity, adherence, and key contact center metrics.
• Analyze performance data to identify trends, root causes of shortfalls, and opportunities for improvement; summarize findings for management.
• Prepare and present daily performance summaries and dashboards to contact center leadership.
• Partner with team leads, supervisors, and operations managers to communicate real-time performance issues and staffing adjustments.

Workforce Management Support & Documentation:

• Support forecasting, scheduling, and intraday management processes in partnership with the Workforce Management team.
• Maintain clear documentation of campaign configurations, reporting logic, and standard operating procedures.

Technology Administration & Support:

• Administer and troubleshoot day-to-day issues with contact center technology (ACD, dialer, IVR, WFM, and reporting tools) to ensure system uptime and accurate data capture.
• Escalate technical or system issues affecting operations to IT or vendor support as needed, and track resolution.

Required Skills, Knowledge and Abilities:

Required Skills:

• 1-3 years of experience in a contact center environment preferred, with exposure to real-time monitoring, workforce management, or operations/reporting analysis.
• Working knowledge of contact center technology platforms (e.g., ACD, dialer, IVR, and WFM systems such as NICE, Verint, Genesys, or similar).
• Strong Microsoft Excel skills, including building and maintaining reports and dashboards; familiarity with Power BI or similar BI tools is a plus.
• Strong analytical skills with the ability to translate data into clear, actionable insights.
• Excellent attention to detail and the ability to manage competing priorities in a fast-paced, metrics-driven environment.
• Strong written and verbal communication skills.
• Ability to make quick, sound decisions under pressure with minimal supervision.