Posted On: 6-26-2015
Position Title: Call Center Analyst
Job Location: Uniontown, OH
Contact: Gail O’Rourke or Matt Monastra

Job Summary:

The Call Center Analyst is responsible for forecasting call volume and patterns, analyzing results, and making recommendations on staffing, scheduling and call routing that will create the best possible service for our customers. You will do so by balancing the needs of service, cost, and team member morale. Works with IT Telecomm and trouble shoots system phone issues.

You will uphold the Purple Promise by making every customer experience outstanding.

Position Information:
Prepares call volume forecasts. Monitors results daily and makes adjustments as appropriate.
Recognizes and adjusts for anomalies in call histories to predict future activities

Ensures that schedules and work patterns meet business requirements while addressing individual needs, which includes the development and proposal of alternative options with regards for agents’ preferred schedules.

Uses workforce management tools to predict headcount requirements and staffing models. Reviews results of service level and call volume forecasts, looking for discrepancies and performing root cause
analysis. Makes recommendations to become more efficient with business volumes and maximize business results.

Troubleshoots phone issues. Monitors results after system changes to ensure we achieve expected outcomes, and works with business owners on adjustments. Works with vendors to resolve problems, and enhance investment in workforce management tools. Helps to train others on the successful use of workforce management tools.

Ensures accuracy and integrity of workforce management tools, including but not limited to work patterns, shift and absence types, staffing rules, skills, reporting relationships, team assignments, login ID’s, filters and events. Performs system administration functions. Designs and runs custom reports.


High school diploma and Associates Degree required

Bachelor degree preferred

Call Center coursework/ certification desirable

2 to 5 years’ experience required

Advanced working knowledge of Customer Management Systems

Familiarity with skills-based routing

Advanced spreadsheet skills & applications

Ability to work independently as well as support a team environment

Solid understanding of inbound call center staffing and scheduling applications

Ability to work on multiple projects simultaneously

Ability to communicate with discretion and professionalism, understanding when confidentiality is needed

We are a multiple NorthCoast 99 award recipient, which recognizes the top employers in Northeast Ohio! We offer attractive compensation, benefits and team member development.