Job Title: Call Center Data Analyst Job Description We are seeking a dedicated Call Center Data Analyst to join our team and play a crucial role in optimizing call center operations. The ideal candidate will possess strong analytical skills to interpret call center metrics and develop data-driven solutions for performance improvement. Responsibilities • Review integral reporting and collaborate with the BPO to ensure consistency in answer rates, call volume, average handle time, and abandoned call percentages. • Provide detailed data and information to the team for diagnosing and improving operational issues. • Utilize the Issue Track ticketing system integrated with Microsoft to assign and measure tickets effectively. • Visualize and narrate the trends and patterns within the data, identifying areas for improvement. • Analyze call center metrics, including call volume, average handle time, and abandonment rates, to identify trends and opportunities for improvement. • Design and deliver regular reports and interactive dashboards to communicate key performance indicators and service level performance to stakeholders. • Monitor call center performance in real-time, providing feedback and recommendations to enhance operational efficiency and agent productivity. • Investigate issues affecting call center performance and provide data-driven solutions to address them. • Collaborate with call center management and frontline teams to interpret data and support process optimization and training initiatives. • Ensure accuracy, consistency, and integrity of call center data across various platforms and systems. • Conduct regular data audits to validate reporting and performance measures. • Use historical data and predictive modeling to forecast call volume, staffing needs, and identify potential areas of concern. Essential Skills • Proven experience in analyzing and interpreting call center metrics to improve operational performance and customer satisfaction. • Strong technical proficiency in data analysis tools such as Excel, SQL, and reporting tools like Power BI. • Expert proficiency in Excel, particularly with pivot tables and VLOOKUPS. • High level of accuracy and attention to detail in managing and reporting on large datasets. • Strong verbal and written communication skills to effectively present findings and recommendations. • Ability to analyze complex data sets and generate actionable insights for operational challenges. • Effective time management and organizational skills to handle multiple data analysis projects and meet deadlines. Additional Skills & Qualifications • At least 2 years of experience analyzing call center data and handling key performance indicators. • Experience with call center software, CRM tools, and reporting platforms is highly desirable. Work Environment The work schedule is Monday through Friday, fully onsite from 8 AM to 5 PM. You will be part of a team of seven professionals dedicated to enhancing call center operations. Pay and Benefits The pay range for this position is $24.00 - $27.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits Available For This Temporary Role May Include The Following • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Richmond,VA. Application Deadline This position is anticipated to close on Jun 18, 2025. About Aston Carter Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.