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Contact Center Analyst
Job
MED-EL Corporation
Durham, NC (In Person)
Full-Time
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Job Description
Contact Center Analyst MED-EL Corporation - 2.3 Durham, NC Job Details Full-time 14 hours ago Qualifications Call center experience Metrics Reporting Data analytics tools Full Job Description About the Role The Contact Center Analyst plays a key role in driving operational excellence across the contact center. This position supports workforce management (WFM), reporting, analytics, and workflow optimization to enhance efficiency, improve customer experience, and enable data-driven decision making. The ideal candidate is analytical, detail-oriented, and proactive in identifying opportunities for continuous improvement within contact center operations. Key Responsibilities Workforce Management & Operational Support Manage and support WFM functions including forecasting, scheduling, real-time monitoring, and staffing analysis Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other operational metrics Partner with leadership to optimize staffing models and improve operational efficiency Monitor intraday performance and recommend adjustments to meet service level goals Reporting & Analytics Reporting & Analytics Develop, maintain, and distribute operational reports, dashboards, and KPI scorecards Analyze data to identify trends, root causes, and opportunities for improvement Provide actionable insights and recommendations to leadership Support monthly, quarterly, and ad hoc business reviews with data analysis and reporting Ensure accuracy, consistency, and data integrity across reporting Process Improvement & Workflow Optimization Evaluate current workflows and operational processes to identify inefficiencies Recommend and implement process improvements that enhance productivity, stakeholder experience, and quality outcomes Collaborate cross-functionally to streamline processes and reduce operational friction Support system enhancement initiatives as needed Collaboration & Communication Partner with contact center leaders, operations, training teams, and other stakeholders to support strategic initiatives Present findings and recommendations clearly to leadership Serve as a resource for operational reporting, analytics, and workforce planning Required Qualifications 4+ years of experience in contact center operations, workforce management, business analytics, or reporting Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics) Experience with workforce management platforms and reporting tools Strong analytical and critical-thinking skills Experience with contact center platforms and KPI analysis Excellent organizational skills and attention to detail Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications Experience with Power BI, Tableau, or similar data visualization tools Experience supporting continuous improvement initiatives Education Bachelor's degree in Business, Analytics, Operations, or a related field preferred Equivalent work experience will be considered