Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities.
Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations.
Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks.
Recommend improvements to call handling, case management, and customer communication based on analytical findings.
Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics.
Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment.
Provide actionable insights informing coaching plans, training opportunities, and performance interventions.
Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and elevate the customer experience.

Bachelor’s degree in Business, Analytics, Operations, or related field (or equivalent experience).
2–4 years of experience in call center operations, customer support analytics, or quality assurance.
Strong analytical skills with the ability to interpret complex datasets and translate findings into actionable recommendations.
Proficiency with enterprise customer support systems (Salesforce Service Cloud), phone systems (Vonage), and analytics tools (PowerBI).
Experience in customer support quality assurance and performance management.
Familiarity with forecasting and queue optimization concepts.
Understanding of contact center KPIs and customer experience metrics.
Excellent written and verbal communication skills.
Strong attention to detail and commitment to accuracy.

Call Center Operations Analyst, Customer Support

Key skills