Contact Center Performance Analyst

2 weeks ago

Anand, Gujarat, India beBeePerformance Full time ₹ 6,00,000 - ₹ 10,00,000
Job Description

A highly skilled Contact Center Performance Analyst is required to join our dynamic operations team. As a key member, you will be responsible for optimizing campaign performance and agent productivity.

The ideal candidate will have strong expertise in live dialing systems, workforce management, and real-time monitoring.

Main Responsibilities:

  • Monitor and analyze inbound/outbound dialing campaigns in real-time.
  • Import and manage dialer lists, starting/stopping campaigns as needed.
  • Adjust dialing pace and flag agent behavior to leadership.
  • Manage agent profiles, assignments, and contact list criteria.
  • Daily schedule adjustments in the Workforce Management (WFM) system.
  • Audit dialer settings to ensure compliance with regulations.
  • Collaborate with operations leadership to balance business goals.
Required Skills and Qualifications

To succeed in this role, you will need:

  • Minimum 2 years of experience in collections in a voice contact center.
  • Hands-on experience with live dialing systems.
  • Advanced proficiency in MS Excel and data reporting.
  • Strong analytical and problem-solving skills in high-pressure environments.
How to Apply

If you are a motivated professional looking for a new challenge, please click 'Apply' or send your updated resume with the subject line 'Contact Center Performance Analyst Application – [Your Name]'.

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