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Call Center Analyst Jobs (NOW HIRING)

Collabera

Fraud Analyst (Call Center)

Phoenix, AZ

$18 - $22/hr

The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud ... Fraud and Call Center Exp * Tier II: Fraud and no Call Center or Call Center and no Fraud * Tier ...

iQuasar LLC

Service Center Analyst

Washington, DC · On-site

$21.63/hr

Using our signature consulting methodology that we call "The Makpar Way," we help agencies navigate ... Makpar has an exciting opportunity for a Service Center Analyst to join our growing team. This role ...

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 ...

thryvlgbt

Call Center Manager

Atlanta, GA

Monitor and analyze call center performance metrics to identify areas for improvement * Ensure compliance with company policies and procedures * Provide coaching and training to call center ...

Intangible Assets

Call Center Director

Vernon Hills, IL · On-site

$150K - $170K/yr

Responsibilities include analyzing call center metrics, implementing operational strategies, and improving service quality. The director will also be tasked with developing and executing policies ...

MTM LLC

Call Center Manager

Miami, FL

Regularly analyze and report on call center performance, lead quality, and revenue generation ... Budget Management: Oversee the call center budget, ensuring that resources are allocated ...

NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$100K - $130K/yr

Call Center Manager Full-time Omaha, NE, US Exclusive confidential search -- details shared with ... Analyze performance data to identify trends and drive continuous improvement * Ensure compliance ...

IQUASAR LLC

Service Center Analyst

Denver, CO · Remote

$21.63/hr

Using our signature consulting methodology that we call "The Makpar Way," we help agencies navigate ... Makpar has an exciting opportunity for a Service Center Analyst to join our growing team. This role ...

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How much do call center analyst jobs pay per year?

As of Jun 8, 2026, the average yearly pay for call center analyst in the United States is $64,649.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,000.00 and $83,000.00 per year, depending on experience, location, and employer.

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.

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.
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Call Center Analyst jobs near you
Fraud Analyst (Call Center)

Fraud Analyst (Call Center)

Collabera

Phoenix, AZ

$18 - $22/hr

Contractor

Medical, Dental, Vision, Life, Retirement, PTO

Posted 9 days ago

Job description

Company Description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. 

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

Contract Duration: 12 months (Contract to Hire)

Pay Rate: $18-$22

Shift Hours

  • Sun - Thurs; 4:00 PM - 12:30 AM; or
  • Sat,Tues,Wed,Thurs,Fri; 4:00 PM - 12:30 AM; or 
  • Sun,Mon,Tues,Wed,Thurs; 5:30 PM - 2:00 AM 

Training Hours: Mon - Fri; 8 AM - 5 PM (4 weeks)

Fraud Analyst and or analytical experience is no longer a nice to have but a really need to have requirement. Strong candidates without this experience can be considered but will not be priority. 

The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. The incumbent will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Typically reports to Fraud Detection/Prevention Supervisor 

Pay Rate Basis:

  • Tier I: Fraud and Call Center Exp
  • Tier II: Fraud and no Call Center or Call Center and no Fraud
  • Tier III: No Call Center and no Fraud but good customer service exp
Qualifications
  • Customer Service/Call Center assessment is a REQUIREMENT and the test score MUST be 80% or higher for submission
  • Customer service experience, demonstrated commitment to providing quality customer service 
  • Proven history of dependability 
  • Proficient with computers. Ability to navigate multiple computer systems while interacting with the customer 
  • Ability to work a flexible schedule to meet business needs 
  • Experience working in a team environment 
  • Ability to think critically and use good, sound judgment in decision making 
  • Self-motivated and goal-oriented 
  • Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals such as Average Handle Time, Availability, Quality, etc. 
  • Excellent verbal and written communication skills 
  • Ability to effectively handle difficult client issues 
  • Proficiency in dealing with customers issues in both a routine and complex environment 
  • Ability to multi-task and proven track record of working independently 
  • Ability to adapt quickly to changes in the environment 


Desired Skills: 

  • College degree or commensurate work experience preferred 
  • 2-4 years of customer service experience 
  • Inbound/Outbound call center experience and/or fraud experience 
  • Knowledge of banking operations 
  • Knowledge of fraud systems applications
Additional Information

To know more about the position or to schedule an interview, please contact:

Laidiza Gumera

973-774-7804

laidiza.gumera(at)Collabera.com

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