Texas Licensed Contact Center Analyst

Job Summary

Supporting a remote contact center team, the full-time Texas Licensed Contact Center Analyst will manage intra-day queue activity, generate performance reports, and utilize workforce management software to create schedules while occasionally attending onsite training and meetings.

Key responsibilities

• Actively monitor intra-day queue activity for agent availability and adjust staffing as necessary
• Generate routine performance reports and provide contextual analysis to support quantitative results
• Utilize workforce management software to create and manage work schedules for the contact center

Required qualifications

• Bachelor's degree in a related field required (Master's degree preferred)
• Four years of experience in a call center workforce management environment
• Experience with forecasting, scheduling, and intra-day queue management using enterprise workforce management software
• Familiarity with ACD and/or CRM systems such as Cisco, Avaya, or Salesforce
• Intermediate to advanced MS Excel skills required