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Call Center Analyst Jobs in Rancho Cucamonga, CA

Prime Healthcare

ROI Call Support Tech I

Ontario, CA · On-site

$23.12 - $26.36/hr

... 8. Analytical and problem-solving skills 9. One year of Call Center experience required preferably in healthcare environment. Bilingual - Ability to understand and speak Spanish. Prime Healthcare ...

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All JobsCall Center Analyst JobsCall Center Analyst Jobs in Rancho Cucamonga, CA

Call Center Analyst information

See Rancho Cucamonga, CA salary details

$30.7K

$66.1K

$101.2K

How much do call center analyst jobs pay per year?

As of Aug 22, 2026, the average yearly pay for call center analyst in Rancho Cucamonga, CA is $66,066.00, according to ZipRecruiter salary data. Most workers in this role earn between $46,000.00 and $84,800.00 per year, depending on experience, location, and employer.

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 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.

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 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.

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 does a call center analyst do?

A call center analyst monitors and evaluates call center operations to improve customer service efficiency and 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.
More about Call Center Analyst jobs

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The top searched job categories for Call Center Analyst jobs in Rancho Cucamonga, CA are:

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Cities near Rancho Cucamonga, CA with the most Call Center Analyst job openings:

Call Center Analyst jobs near you
Infographic showing various Call Center Analyst job openings in Rancho Cucamonga, CA as of August 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, and 2% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $66,066 per year, or $31.8 per hour.

Operations - Call Center Manager

Unicare Health, LLC

Ontario, CA • On-site

$28 - $30/hr

Full-time

Posted 24 days ago

Job description

Job Summary
The Call Center Manager is responsible for the overall leadership, administration, and daily operations of the centralized Call Center's agents, patient care coordinators, medical records, and referral department for Unicare Community Health Center. This position ensures patients receive timely, professional, and high-quality service while supporting efficient appointment scheduling, patient access, and communication across all clinic locations.
The Call Center Manager plans, organizes, directs, and evaluates all call center activities, including staffing, scheduling, quality assurance, employee performance, training, workflow development, and continuous process improvement. The Manager collaborates closely with Clinical Operations, Revenue Cycle, Information Technology, Quality Improvement, and other departments to improve patient access and achieve organizational goals.
Duties/Responsibilities:
The following reflects management's definition of essential functions for this job but does not restrict the task that may be assigned Management may assign or reassign duties and responsibilities to this job at any time with reasonable accommodation.
  • Plan, organize, direct, and oversee the daily operations of the centralized Call Center's agents, patient care coordinators, medical records, referral department to ensure efficient service delivery, timely access to care, and exceptional patient experiences.
  • Collaborate with clinical, operational, and administrative departments to implement new technologies, improve workflows, support strategic initiatives, and enhance operational efficiency and patient access.
  • Ensure compliance with HIPAA, patient confidentiality requirements, organizational policies, and all applicable federal and state regulations while maintaining current knowledge of healthcare requirements affecting patient access and scheduling.
  • Oversee patient access operations to ensure timely and accurate appointment scheduling, efficient call handling, accurate patient information, and patient-centered workflows that improve access to care and minimize appointment delays.
  • Develop and oversee quality assurance and performance improvement programs by monitoring call quality, conducting audits, reviewing recorded calls, coaching staff, administering corrective action, and ensuring compliance with organizational customer service standards.
  • Establish and monitor key performance indicators (KPIs), prepare operational reports and dashboards, analyze performance trends, and implement strategies to improve efficiency, productivity, service quality, and patient satisfaction.
  • Develop and administer onboarding, training, and continuing education programs to ensure employees understand scheduling protocols, organizational policies, compliance requirements, and customer service expectations while supporting ongoing professional development.
  • Demonstrate effective leadership skills through critical thinking, conflict management, negotiation, motivation, personnel development, time management, data analysis, and preparation of operational reports.
  • Conduct regular staff meetings to communicate goals, review performance, address operational concerns, and promote collaboration and teamwork.
  • Collect, analyze, and report operational and performance data to support decision-making, identify trends, and drive continuous improvement initiatives.
  • Ensure appropriate staffing coverage by maintaining trained personnel resources, adjusting schedules as needed, and supporting operations during staffing shortages or increased demand.
  • Maintain and update departmental policies, procedures, and workflow documentation to support operational consistency, compliance, and quality service delivery.
  • Other duties as assigned.

Non- Essential Functions
  • As directed by the Executive Vice President, performs other related and/or necessary task to achieve organizational and programmatic goals and objectives.

Professional Requirements
  • Adhere to dress code, appearance is neat and clean.
  • Maintain confidentiality at all times.
  • Report to work on time and as scheduled as attendance and punctuality is necessary.
  • Ability to work well with a multidisciplinary team.
  • Ability to problem solve and be self-motivated.
  • Must have reliable transportation.

Qualifications
  • High School Diploma or GED required.
  • Bachelor's degree in healthcare administration, Business Administration, public health, management, or a related field required.
  • Master's degree preferred.
  • Minimum five (5) years of progressive call center leadership experience.
  • Minimum three (3) years managing a healthcare or medical call center preferred.
  • Experience supervising multiple employees and managing performance.
  • Experience developing workflows, policies, and operational procedures.
  • Experience in a Federally Qualified Health Center (FQHC) preferred.
  • Lean, Six Sigma, or quality improvement experience preferred.
  • Bilingual in English/Spanish required.

Knowledge, Skills and Abilities
  • Knowledge of HIPAA, patient confidentiality requirements, healthcare regulations, and organizational compliance standards.
  • Knowledge of healthcare patient access operations, scheduling workflows, referral processes, and authorization processes.
  • Knowledge of call center operations, workforce management principles, service level expectations, and performance metrics.
  • Knowledge of quality assurance processes, performance improvement strategies, and customer service standards.
  • Knowledge of Electronic Health Record (EHR) systems (eClinicalWorks, Epic, NextGen, or similar platforms).
  • Knowledge of Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
  • Knowledge of healthcare policies, procedures, and regulatory requirements affecting patient access and scheduling.
  • Strong leadership, supervisory, and staff development skills.
  • Excellent verbal and written communication skills.
  • Strong customer service, relationship-building, and conflict resolution skills.
  • Proficiency in analyzing operational data, identifying trends, and developing performance improvement strategies.
  • Ability to recommend and implement technology, workflow, and process improvements to enhance efficiency.
  • Strong organizational, problem-solving, and decision-making skills.
  • Proficiency with Microsoft Office Suite, including advanced Excel skills for reporting and data analysis.
  • Ability to manage multiple priorities and operational demands in a fast-paced healthcare environment.
  • Ability to lead, coach, mentor, and develop high-performing teams.
  • Ability to establish performance expectations, monitor outcomes, and support continuous improvement.
  • Ability to maintain high patient satisfaction and promote a patient-centered service culture.
  • Ability to achieve and maintain call center service level goals, including improved response times, reduced abandoned calls, and improved scheduling efficiency.
  • Ability to foster a positive, professional, accountable, and collaborative work environment.
  • Ability to ensure compliance with organizational policies, procedures, and regulatory requirements

Physical Requirements and Environmental Conditions
  • Position requires reaching, sitting down for long periods of time, walking, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
  • Ability to do math, organize and prioritize workload, work effectively and efficiently under stress.
  • Ability to supervise, multitask, understand and follow instructions.
  • Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the position.

Working Conditions
  • Non-Ionizing Radiation (microwaves)
  • Hazardous Exposure (chemical [E.G. Latex] and infectious)
  • While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles
  • The noise level in the work environment is usually moderate
  • Ionizing Radiation (X-ray, Radioactive Isotopes)

Work Schedule
  • You will generally be scheduled to work each day Monday through Friday, with starting times each day varying between 8:00 a.m. and 9:00 a.m. and ending time between 5:00 p.m. and 6:00 p.m., as required to meet the operational needs of the company.

You will need to travel to other clinic locations as needed for cross coverage support.
Our Mission
The mission of Unicare is to be a community health care organization that treats everyone with dignity, respect and cultural sensitivity to help create an environment in which all can prosper.

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