• Analyst, Contact Center Operations

    Location US-CA-Santa Ana
    Job ID
    Customer Service
  • Overview

    The Contact Center Operations Analyst supports all analytic efforts of the contact center by providing analytical, research and report development by mining, extracting and utilizing appropriate data from contact center systems. Develops analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement and providing recommendations for efficiencies. This position is also responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. 


    1. Direct monitoring of call quality through automated analyzer in InIn QA software. To include voice/chat/screen capture and other communication.

    2. In coordination with Training Specialist and Supervisors Schedules and coordinates training to address gaps in call quality and errors.

    3. Manages and adjusts call campaigns for HEDIS measures to ensure effectiveness.

    4. Develop and design of departmental reports for individual and unit performance metrics.

    5. Recommend and participate in process improvement initiatives.

    6. Create outbound call campaigns to support HEDIS/Retention and New patient activity

    7. Prepare QA analytical reports in regards to Call Center operations on a monthly basis and as requested by members of management.

    8. Develops and monitors agent calls that ensure a high level of customer service standards.

    9. Supports contact center management and staff with ad-hoc and routine reporting.

    10. Determines measures, baselines, tolerances and normal variability for indicators.  Able to articulate these concepts and parameters for data presented.

    11. Formats QA and HEDIS data into user friendly presentations complete with definitions and explanations of collection methods.

    12. Performs other duties as assigned.


    1. Bachelor’s Degree in mathematics, statistics, computer science or related field required.

    2. A minimum of four years’ experience required working in a contact center environment coupled with a minimum of one year workforce management experience.


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