Contact Center Analyst

Description:

ABOUT US

At Member Care Insurance and Administrative Services, we value diversity and inclusiveness as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As Contact Center Analyst, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

JOB SUMMARY

The Contact Center Analyst plays a crucial role in analyzing and optimizing all omnichannel campaigns to improve performance, efficiency, and customer engagement. This position involves monitoring key metrics, ensuring compliance, and providingactionable insights to improve sales conversion, lead generation, and customer outreach strategies.Requirements:

Key Responsibilities:

1. Performance Monitoring & Data Analysis:

• Track and analyze key contact center metrics, including dial-to-contact ratio, call abandonment rate, conversion rate, and average talk time.
• Evaluate the effectiveness of omnichannel campaigns and provide insights to enhance efficiency and customer engagement.
• Generate real-time, daily, weekly, and monthly performance reports to identify trends and areas for improvement.
• Leverage data analytics tools and CRM software to extract and interpret call center data.

2. Quality Assurance & Compliance:

• Monitor calls to ensure adherence to company policies, scripts, industry best practices, and compliance regulations (TCPA, GDPR, Do Not Call lists, etc.).
• Conduct call audits and provide structured feedback to improve agent communication, objection handling, and closing techniques.
• Work with compliance teams to ensure call campaigns adhere to all legal requirements and ethical sales practices.
• Monitor team members and their workstations for adherence to company security standards.

3. Sales & Lead Generation Optimization:

• Collaborate with sales and marketing teams to refine omnichannel strategies for lead generation and customer retention.
• Identify high-performing scripts, sales tactics, and engagement techniques to share best practices across teams.
• Assess customer segmentation and call timing to maximize the likelihood of successful contact and conversion.
• Optimize predictive and progressive dialing strategies to increase productivity and call efficiency.

4. Agent Coaching & Training Support:

• Provide actionable feedback to call center agents based on call quality assessments and data-driven performance insights.
• Assist in developing training materials, coaching sessions, and performance improvement plans to enhance agent productivity.
• Work closely with team leads and supervisors to implement incentive programs that drive motivation and sales success

5. Technology & Process Improvement:

• Evaluate and recommend contact center technology solutions to improve automation, call routing, and campaign performance.
• Identify operational bottlenecks and propose process improvements to streamline calling workflows.
• Support the integration of AI-driven analytics, speech recognition, and sentiment analysis to enhance customer interactions.

Required Qualifications & Skills:

• Education: Bachelor’s degree in business, Communications, Marketing, Data Analytics, or a related field (preferred).
• Bilingual Speaker (Spanish/English) preferred.
• Experience: Minimum of 2-5 years in an outbound call center, sales analytics, or customer engagement role.
• Technical Skills: Proficiency in CRM software, call center platforms and analytics tools.
• Analytical Abilities: Strong skills in data interpretation, trend analysis, and performance forecasting.
• Communication Skills: Excellent verbal and written communication skills for reporting insights and coaching agents.
• Problem-Solving: Ability to identify inefficiencies, recommend solutions, and implement process improvements.
• Regulatory Knowledge: Familiarity with telemarketing laws and compliance guidelines (TCPA, GDPR, DNC lists).

Work Environment:

• Office-based, hybrid, or remote, depending on company needs.
• Requires flexibility for evening or weekend shifts, depending on outbound campaign needs.

NOTE:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Member Care Insurance and Administrative Services provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state, or federal laws. Member Care Insurance and Administrative Services may obtain a 'consumer report' about you from a consumer reporting agency for employment purposes. A 'consumer report’ is a background screening report that may contain information regarding your criminal history, driving history, and information about you.