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Call Center Operations Analyst Role Summary

The Call Center Operations Analyst is responsible for transforming operational data into clear, actionable insights that directly improve call center performance, agent productivity, customer experience, and revenue outcomes. In this role, you will analyze key performance indicators, optimize dialing and lead strategies, monitor compliance, and partner with leadership to drive continuous improvement across a high-volume, outbound financial services environment.

This position requires a strong analytical mindset, deep knowledge of call center KPIs, and hands-on experience working with dialer platforms, BI tools, and data visualization systems.

This position is based in the corporate office located in Plantation, FL. Remote is not available.

Call Center Operations Analyst Key Responsibilities

1. Performance Analytics & KPI Monitoring

+ Track, analyze, and interpret daily/weekly/monthly KPIs such as contact rate, conversion rate, enrollment performance, AHT, occupancy, utilization, QA scores, and workflow adherence.

+ Build dashboards and standardized reporting packages to highlight trends across agents, teams, campaigns, and programs.

+ Present insights and recommendations to leadership to support data-driven decision-making.

2. Dialer, Lead, & Campaign Optimization

+ Evaluate dialer output, lead source performance, call cadence, and contact strategies to maximize connect rates and ROI.

+ Support design and configuration of outbound campaigns, routing logic, and omni-channel workflows.

+ Monitor campaign performance and proactively identify opportunities to increase productivity and conversion outcomes.

3. Operational Efficiency & Process Improvement

+ Identify bottlenecks in staffing, scheduling, queue management, and agent workflows.

+ Partner with Sales and Operations to improve script effectiveness, call flows, and agent guidance tools.

+ Provide data models and scenario analysis to support capacity planning and resource optimization.

4. Quality, Compliance & Risk Monitoring

+ Monitor QA and compliance trends (TCPA, FDCPA, CFPB, and state regulations), identifying patterns that require coaching or process updates.

+ Validate accuracy of call dispositions and ensure consistent documentation across the center.

+ Collaborate with QA, Compliance, and Training teams to reinforce best practices and regulatory adherence.

5. Reporting, Insights & Data Integrity

+ Build and maintain reports using BI and dialer tools, ensuring accuracy, consistency, and alignment across data sources.

+ Produce weekly/monthly business reviews summarizing performance results and improvement recommendations.

+ Partner with IT and BI teams to enhance data pipelines, reporting automation, and data quality controls.

6. Cross-Functional Collaboration

+ Work with Operations, Sales, Marketing, Compliance, QA, and IT to support strategic initiatives and system enhancements.

+ Contribute analytical support to cross-functional projects, product launches, system migrations, and workflow redesign efforts.

+ Provide ongoing performance insight that aligns operational improvements with organizational goals.

Call Center Operations Analyst Required Qualifications

+ 3+ years of experience in call center analytics, performance reporting, or operations optimization.

+ Strong understanding of call center KPIs, dialer logic, outbound campaign structures, and productivity metrics.

+ Advanced Excel skills and experience with BI dashboards (Power BI, internal BI tools, etc.).

+ Hands-on experience with dialer and telephony platforms such as Five9, Ytel, RingCentral, Nice inContact, Convoso, or similar.

+ Experience working within financial services, debt relief, or other regulated environments.

+ Bachelor’s degree from an accredited college or university.

Call Center Operations Analyst Preferred Qualifications

+ Experience with Nice inContact, Ring Central, Salesforce, or similar CRM/lead management systems.

+ Familiarity with API integration or building automated reporting workflows.

+ Experience analyzing or implementing AI/LLM-driven analytics solutions.

+ Background in outbound high-volume sales or customer acquisition environments.

Tools & Technologies

+ Dialer/Telephony: Nice inContact , RingCentral , Five9, Ytel, Convoso,

+ CRM/Lead Systems: LeadTrac, Salesforce, LeadsPedia, Zoho

+ Analytics/BI: Power BI, Excel (advanced), internal BI platforms

+ AI & Automation: Large Language Models (LLMs), AI-based analytics tools

+ Data: API-based integrations, report automation, data validation

Call Center Operations Analyst - Why This Role Matters

The Call Center Operations Analyst plays a pivotal role in improving operational efficiency, increasing conversion results, reducing compliance risk, and ensuring that frontline teams have the data, insights, and tools they need to succeed. Your analysis will directly shape the success of our sales performance, customer experience, and business outcomes.

By submitting your interest in this position, you provide your written express consent and agree that VentureTech Solutions may contact you regarding employment opportunities using autodialing, text and pre-recorded messaging for convenience via telephone, mobile device (including SMS and MMS - charges may apply depending on your carrier, not by us, messaging frequency varies; text STOP to cancel), even if your telephone number is currently listed on any internal, corporate, state or federal Do-Not-Call list.

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