{"id":1246602,"url":"https://alion.io/job/goodleap-contact-center-analyst","title":"Contact Center Analyst","company":{"id":6926,"name":"GoodLeap","domain":"goodleap.com","url":"https://alion.io/company/goodleap","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":8,"ghost_share":0,"stale_share":0.625,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Roseville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":106000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":825},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-09-25T16:48:33Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-13T18:24:11Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"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.\nEssential Job Duties and Responsibilities:\nReal-Time Campaign Monitoring & Staffing:\n\nMonitor 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.\nProactively identify staffing gaps, queue backups, or performance shortfalls during the day and take immediate corrective action.\nMove and reallocate agents between campaigns and queues throughout the day to balance workload and achieve service level agreements (SLAs) and productivity targets.\nReporting, Performance Analysis & Communication:\nBuild, maintain, and distribute daily, weekly, and monthly reports on campaign performance, agent productivity, adherence, and key contact center metrics.\nAnalyze performance data to identify trends, root causes of shortfalls, and opportunities for improvement; summarize findings for management.\nPrepare and present daily performance summaries and dashboards to contact center leadership.\nPartner with team leads, supervisors, and operations managers to communicate real-time performance issues and staffing adjustments.\nWorkforce Management Support & Documentation:\nSupport forecasting, scheduling, and intraday management processes in partnership with the Workforce Management team.\nMaintain clear documentation of campaign configurations, reporting logic, and standard operating procedures.\nTechnology Administration & Support:\nAdminister 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.\nEscalate technical or system issues affecting operations to IT or vendor support as needed, and track resolution.\nRequired Skills, Knowledge and Abilities:\n1-3 years of experience in a contact center environment preferred, with exposure to real-time monitoring, workforce management, or operations/reporting analysis.\nWorking knowledge of contact center technology platforms (e.g., ACD, dialer, IVR, and WFM systems such as NICE, Verint, Genesys, or similar).\nStrong Microsoft Excel skills, including building and maintaining reports and dashboards; familiarity with Power BI or similar BI tools is a plus.\nStrong analytical skills with the ability to translate data into clear, actionable insights.\nExcellent attention to detail and the ability to manage competing priorities in a fast-paced, metrics-driven environment.\nStrong written and verbal communication skills.\nAbility to make quick, sound decisions under pressure with minimal supervision.","description_format":"text","description_chars":3113,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-09-25T17:47:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 27 · green card filings: 2","filings_12m":27,"filings_prev_12m":13,"green_card_filings_12m":2,"median_offered_wage_usd":160431,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":6}],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.816,"p_room":0.9,"age_days":17,"expected_fill_days":36,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/goodleap-contact-center-analyst","json_url":"https://alion.io/job/goodleap-contact-center-analyst.json","meta":{"generated_at":"2026-10-13T19:49:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30357,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6926},"rest":"https://alion.io/mcp/rest/get_company?id=6926"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgoodleap-contact-center-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgoodleap-contact-center-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgoodleap-contact-center-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/goodleap-contact-center-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoodleap-contact-center-analyst"}]}