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

HCL America Inc

Level 1 Analyst IT Help Desk

Cary, NC · On-site

Help Desk Analyst - Responsibilities * Accept & registers Service Calls * Classify Service Calls ... Technical helpdesk or technical call center experience is necessary. * Disciplined, systematic ...

UnitedHealth Group

Cybersecurity Analyst

Raleigh, NC · Remote

$72K - $130K/yr

The Cybersecurity Fraud Analyst conducts in-depth analyses and correlation of data points to model Proactive Call Center Detection/Prevention and investigate risks to UHG. You will enjoy the ...

Actalent

Pharmacy Technician Intake

Cary, NC · On-site

... and analytics. * Handle high-volume data entry for pharmacy and referral information while maintaining accuracy and speed. * Work effectively in a call center environment, managing inbound and ...

Actalent

Pharmacy Technician Intake

Cary, NC

... and analytics. * Handle high-volume data entry for pharmacy and referral information while maintaining accuracy and speed. * Work effectively in a call center environment, managing inbound and ...

Allied Universal

Part - Time GSOC Operator

Raleigh, NC · On-site

$26.50/hr

Work in a physical security focused Global Security Operations Center, analyzing threats and ... Must have a minimum of 2 years or more of GSOC experience or equivalent. (Emergency Call Center ...

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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 Aug 7, 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.

Do call center analysts make a lot of money?

Call center analysts typically earn a median annual salary ranging from $35,000 to $55,000, depending on experience, location, and industry. Higher salaries are possible with advanced skills, certifications, or supervisory responsibilities, and some roles may include performance bonuses or incentives.

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?

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.
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 July 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, 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.

Level 1 Analyst IT Help Desk

HCL America Inc

Cary, NC • On-site

Full-time

Re-posted yesterday

Job description

Company Description
As an IT services provider, HCL provides custom software development, product engineering and consulting services to Fortune 1000 companies in a variety of industries. HCL is a $6.7 billion IT services company with over 111,092 professionals operating across 31 countries and is growing at 14% YOY in revenues. There are around 10,000 employees in the U.S under the HCL America Inc. branch of HCL.
Job Description
Role: IT Help Desk Support
Location : Cary, NC
Duration: Fulltime/ Perm with HCL America
Role Summary:
Help Desk Analyst - Responsibilities
  • Accept & registers Service Calls
  • Classify Service Calls according to the specified options
  • Execute 1st attempt to solve the Service Call
  • Refer Service Call to the appropriate Resolution Owner Support Group
  • Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Escalate to the appropriate management level when thresholds are violated.
  • Close Service Call
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Report about Service Calls
  • Communicate response times for dispatched tickets to the customers
  • Manage the entire service request process ensuring adherence to SLA
  • Execute service requests such as setting up NT/Outlook accounts as per the SLA
  • Process and send IT reports

Skills
  • Customer-focused
  • 2-6 Years of IT Support Experience
  • Thorough knowledge of troubleshooting remote access issues
  • Excellent communication skills, (active listening skills)
  • Able to articulate and speak with clear voice
  • Diplomatic and must have interpersonal skills
  • Able to understand the business's objectives
  • Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
  • Must have empathy with end users
  • Team player
  • Professional code of conduct
  • Must have a good understanding of the organization
  • Must have a good understanding of business units within AMD
  • Must have basic technical knowledge of all technology used for the business processes.
  • Able to deal with stress
  • Good writing techniques (English)
  • Good phone techniques (English)

Tech Skills
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Office O365 and Office 2016
• Windows 10
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc
All applicants must have open availability and flexible to work a 24/7 schedule.
Qualifications
Additional Information
All your information will be kept confidential according to EEO guidelines.

Apply