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Call Center Research Analyst - 31815

Career Connections
Lowell, Massachusetts, United States
November 08, 2018


Call Center Research Analyst

Career Connections is excited to offer a fantastic Call Center Research Analyst opportunity with our client in Lowell, MA! This company is a growing not-for-profit organization that offers competitive pay, room for growth, excellent benefits, and a positive, fun work environment!

Responsibilities of the Call Center Research Analyst:

Develop reports using in-house Business Analytics tool

Develops and performs analysis of complex business reports regarding workload, systems, customer trends, and advisor performance.

Supply management team and business stakeholders with reporting and statistical analysis on a daily, weekly, monthly and ad-hoc basis to support business goals and objectives.

Analyzes call center volume, productivity, and patterns to optimize staffing levels. Assists in the determination of workforce requirements to meet service level and response time objectives.

Requirements for the Operations Research Analyst:

Must have 3-5 years of experience with reporting and analytics tools and methodologies in a contact center environment (MicroStrategy and Salesforce preferred).

Advanced knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.

Bachelor’s degree or equivalent.

Strong working knowledge of databases and Query Languages.

Perks Offered by this Employer:

Start earning Paid Time Off your first day!

On-site fitness facility

Excellent benefits once hired on

This is a long term-opportunity with first shift hours. Salary range is from $50 - 60K/year, depending on experience.

To apply for this position, please email your resume to , call (603) 880-7184 or apply online.