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Call Center Analyst Jobs in Raleigh, NC (NOW HIRING)

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other ... Partner with contact center leaders, operations, training teams, and other stakeholders to support ...

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other ... Partner with contact center leaders, operations, training teams, and other stakeholders to support ...

InteLogix

Operations Manager - Finance

Morrisville, NC

$80K - $85K/yr

Own financial planning and analysis for large-scale call center operations. * Partner with Operations, Workforce Management, and client leadership to deliver accurate reporting and actionable ...

GlobalXperts

Senior Voice Engineer -NATIONWIDE-

Raleigh, NC · On-site

$101K - $139K/yr

Plan, Design, Implement and support IP based call center and US solutions * Analyze the existing voice and data networks and recommend solutions based on requirements * Set up, configure, test ...

GlobalXperts

Senior Voice Engineer -NATIONWIDE-

Raleigh, NC · On-site

$101K - $139K/yr

Plan, Design, Implement and support IP based call center and US solutions * Analyze the existing voice and data networks and recommend solutions based on requirements * Set up, configure, test ...

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All JobsCall Center Analyst JobsCall Center Analyst Jobs in Raleigh, NC

Call Center Analyst information

See Raleigh, NC salary details

$29.2K

$62.8K

$96.2K

How much do call center analyst jobs pay per year?

As of Jun 17, 2026, the average yearly pay for call center analyst in Raleigh, NC is $62,844.00, according to ZipRecruiter salary data. Most workers in this role earn between $43,700.00 and $80,700.00 per year, depending on experience, location, and employer.

Can you become a BA with no experience?

A Call Center Analyst role typically requires some experience in customer service, data analysis, or related skills; transitioning directly to a Business Analyst (BA) position without experience is uncommon. Gaining relevant skills such as data tools, process mapping, and certifications like CBAP can help, but entry-level BAs usually need some background in analysis or project management. Building experience through training, internships, or related roles improves the chances of becoming a BA without prior direct experience.

What job makes $10,000 a month without a degree?

A Call Center Analyst typically does not earn $10,000 a month without specialized experience or advanced skills. High-paying roles in sales, real estate, or entrepreneurship can reach that level without a degree, but they often require significant effort, networking, or certifications. Most jobs with such income levels usually demand relevant expertise or business acumen rather than formal education alone.

What does a call center analyst do?

A call center analyst monitors and evaluates call center operations to improve efficiency and customer service quality. They analyze call data, generate reports, identify trends, and recommend process improvements, often using tools like CRM software and data analysis programs. Strong communication skills and attention to detail are essential for this role.

What are Call Center Analysts?

Call Center Analysts are professionals who monitor, assess, and improve the performance of a call center. They analyze call data, evaluate agents' performance, and identify trends or issues affecting customer service. By generating reports and recommending process improvements, they help ensure efficient operations and high customer satisfaction. Their role may also involve training staff and implementing new technologies or procedures to enhance service quality.

What are some typical challenges faced by Call Center Analysts and how can they be managed?

Call Center Analysts often face challenges such as handling high volumes of data, quickly identifying trends in customer interactions, and communicating actionable insights to both technical and non-technical team members. Managing these challenges requires strong analytical skills, familiarity with call center software, and effective communication. Building strong relationships with agents and supervisors helps analysts ensure their recommendations are understood and implemented, which can lead to measurable improvements in service quality and operational efficiency.

What Is a Call Center Analyst?

A call center analyst evaluates a customer service call center to help increase quality, efficiency, and customer satisfaction. These professionals specialize in spotting trends, weaknesses, and opportunities for improvement. As a call center analyst, your job duties include tracking and examining call flow, calling patterns, established quality assurance levels, and the rate of call abandonment. You may also interview employees, schedule shifts, prepare reports based on your analysis, and recommend solutions to management.

What is the difference between Call Center Analyst vs Customer Service Representative?

AspectCall Center AnalystCustomer Service Representative
Primary RoleAnalyzes call data, improves call center processes, and supports performance metricsAssists customers with inquiries, resolves issues, and provides product/service information
Required SkillsData analysis, communication, problem-solving, familiarity with call center softwareCommunication, patience, problem-solving, product knowledge
Work EnvironmentCall centers, offices, remote optionsCall centers, retail, office settings
Common CertificationsCustomer service certifications, data analysis skillsCustomer service certifications, communication skills training

While both roles operate within call centers and require strong communication skills, Call Center Analysts focus on analyzing data and improving processes, whereas Customer Service Representatives primarily handle customer interactions and issue resolution. The roles often overlap in skills but differ in their core responsibilities and focus areas.

What are the key skills and qualifications needed to thrive as a Call Center Analyst, and why are they important?

To thrive as a Call Center Analyst, you need strong analytical skills, problem-solving abilities, and a background in data analysis or customer service, often supported by a relevant degree or experience. Familiarity with call center software (such as CRM systems, ACDs, and workforce management tools) and proficiency in data visualization or reporting platforms like Excel or Tableau are typically required. Excellent communication, attention to detail, and the ability to collaborate across teams are standout soft skills for this role. These skills and qualities are crucial for monitoring performance, optimizing operations, and ensuring high-quality customer service in a dynamic environment.

What jobs in the US pay 300,000 a year?

For a Call Center Analyst, earning $300,000 annually is uncommon and typically requires senior-level positions, management roles, or specialized skills such as data analysis, process optimization, or leadership in large organizations. Most roles in this field have lower base salaries, but high earnings may come from bonuses, commissions, or executive positions in related fields.
More about Call Center Analyst jobs
What are the most commonly searched types of Call Center Analyst jobs in Raleigh, NC? The most popular types of Call Center Analyst jobs in Raleigh, NC are:
What are popular job titles related to Call Center Analyst jobs in Raleigh, NC? For Call Center Analyst jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Call Center Analyst jobs in Raleigh, NC look for? The top searched job categories for Call Center Analyst jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Call Center Analyst jobs? Cities near Raleigh, NC with the most Call Center Analyst job openings:
Call Center Analyst jobs near you
Infographic showing various Call Center Analyst job openings in Raleigh, NC as of June 2026, with employment types broken down into 2% As Needed, 81% Full Time, 14% Part Time, 1% Temporary, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $62,844 per year, or $30.2 per hour.

Contact Center Analyst

MED-EL Corporation

Durham, NC • On-site

Full-time

Posted 13 days ago

Be an early applicant

Job description

Description:

About the Role

The Contact Center Analyst plays a key role in driving operational excellence across the contact center. This position supports workforce management (WFM), reporting, analytics, and workflow optimization to enhance efficiency, improve customer experience, and enable data-driven decision making.


The ideal candidate is analytical, detail-oriented, and proactive in identifying opportunities for continuous improvement within contact center operations.


Key Responsibilities


Workforce Management & Operational Support

  • Manage and support WFM functions including forecasting, scheduling, real-time monitoring, and staffing analysis
  • Analyze call/email volume trends, handle times, service levels, occupancy, adherence, and other operational metrics
  • Partner with leadership to optimize staffing models and improve operational efficiency
  • Monitor intraday performance and recommend adjustments to meet service level goals


Reporting & Analytics

  • Reporting & Analytics Develop, maintain, and distribute operational reports, dashboards, and KPI scorecards
  • Analyze data to identify trends, root causes, and opportunities for improvement
  • Provide actionable insights and recommendations to leadership
  • Support monthly, quarterly, and ad hoc business reviews with data analysis and reporting
  • Ensure accuracy, consistency, and data integrity across reporting


Process Improvement & Workflow Optimization

  • Evaluate current workflows and operational processes to identify inefficiencies
  • Recommend and implement process improvements that enhance productivity, stakeholder experience, and quality outcomes
  • Collaborate cross-functionally to streamline processes and reduce operational friction
  • Support system enhancement initiatives as needed


Collaboration & Communication

  • Partner with contact center leaders, operations, training teams, and other stakeholders to support strategic initiatives
  • Present findings and recommendations clearly to leadership
  • Serve as a resource for operational reporting, analytics, and workforce planning


Required Qualifications

  • 4+ years of experience in contact center operations, workforce management, business analytics, or reporting
  • Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics)
  • Experience with workforce management platforms and reporting tools
  • Strong analytical and critical-thinking skills
  • Experience with contact center platforms and KPI analysis
  • Excellent organizational skills and attention to detail
  • Ability to manage multiple priorities in a fast-paced environment


Preferred Qualifications

  • Experience with Power BI, Tableau, or similar data visualization tools
  • Experience supporting continuous improvement initiatives


Education

  • Bachelor’s degree in Business, Analytics, Operations, or a related field preferred
  • Equivalent work experience will be considered


Requirements: