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Call Center Business Analyst Jobs (NOW HIRING)

Collabera

Fraud Analyst (Call Center)

Phoenix, AZ · On-site

$18 - $22/hr

Fraud and Call Center Exp * Tier II: Fraud and no Call Center or Call Center and no Fraud * Tier ... Ability to work a flexible schedule to meet business needs * Experience working in a team ...

Stem Xpert

Business Analyst

Lansing, MI · On-site

Business Analyst Location : Lansing, MI Duration : 10 Months Skills Required: * Ability to work ... Knowledge of Avaya and/or Cisco platforms, call center features and operations. * Ability to ...

Syntricate Technologies

Genesys PO

Cary, NC · On-site

... analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, Collaborate with Business ...

thryvlgbt

Call Center Manager

Atlanta, GA · On-site

Ability to analyze data and identify trends * Experience with call center software and technology * Bachelor's degree in Business Administration or related field

GULF COAST

Call Center Specialist

Texas City, TX · On-site

$14.25 - $18/hr

Strict adherence to Cellphone Use Guidelines for use of personal and/or business cell phone during ... Ability to reason and analyze effectively. * Ability to solve practical problems as it relates to ...

Key2Source INC

Business Analyst (IVR)

Charlotte, NC · On-site

Key Responsibilities: • Conduct comprehensive technical and functional analysis for IVR, IVA Chat, and Call Center Desktop tools. • Collaborate with cross-functional teams to understand business ...

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Call Center Business Analyst information

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How much do call center business analyst jobs pay per hour?

As of Sep 11, 2026, the average hourly pay for call center business analyst in the United States is $47.43, according to ZipRecruiter salary data. Most workers in this role earn between $35.58 and $59.38 per hour, depending on experience, location, and employer.

What does a call center business analyst do?

A Call Center Business Analyst is responsible for analyzing call center operations, processes, and data to identify opportunities for improvement. They collect and review performance metrics, customer feedback, and workflow processes to recommend solutions that enhance efficiency, customer satisfaction, and overall effectiveness. Their work often involves collaborating with management, IT teams, and frontline agents to implement new technologies or procedures. Ultimately, their goal is to help the call center meet business objectives and deliver high-quality customer service.

What are the key skills and qualifications needed to thrive as a call center business analyst?

To thrive as a Call Center Business Analyst, you need strong analytical abilities, experience with data modeling, and a relevant degree such as in business, information systems, or a related field. Familiarity with CRM systems, call center analytics platforms, and advanced Excel or business intelligence tools is typically required, and certifications like CBAP can be advantageous. Outstanding communication, problem-solving, and stakeholder management skills help you translate data insights into actionable strategies. These skills and qualities are crucial for optimizing call center operations, improving customer experience, and driving business performance.

How does a call center business analyst typically work with cross-functional teams to improve customer service processes?

A Call Center Business Analyst regularly collaborates with departments such as IT, operations, and customer service to analyze call data, identify trends, and recommend process improvements. They often facilitate meetings to gather requirements, communicate findings, and ensure that proposed solutions align with business objectives. This role requires strong communication skills, as analysts act as a bridge between technical teams and frontline staff, ensuring all stakeholders are informed and involved in the change process. Effective collaboration helps drive successful implementation of new technologies or workflows that enhance the customer experience.

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

AspectCall Center Business AnalystCustomer Service Analyst
Required CredentialsBachelor's in Business, Analytics, or related field; certifications like CCBA or CBAPBachelor's in Business, Communications, or related field; certifications like Customer Service Certification
Work EnvironmentCall centers, data analysis teams, business unitsCustomer service departments, support centers
Employer & Industry UsageTelecommunications, finance, retail, healthcareRetail, hospitality, telecom, service industries

While both roles focus on improving customer interactions, the Call Center Business Analyst primarily analyzes call center data and processes to optimize operations, whereas the Customer Service Analyst concentrates on customer feedback and service quality. The analyst role involves more data analysis and process improvement, making it suitable for those with analytical skills and certifications.

More about Call Center Business Analyst jobs

What states have the most Call Center Business Analyst jobs?

States with the most job openings for Call Center Business Analyst jobs include:

What are popular job titles related to Call Center Business Analyst jobs?

For Call Center Business Analyst jobs, the most frequently searched job titles are:

Call Center Business Analyst jobs near you
Infographic showing various Call Center Business Analyst job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 82% Full Time, 14% Part Time, and 3% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $98,662 per year, or $47.4 per hour.

Call Center Analyst Sr. - 08316

Raleigh, NC • On-site

Coastal Credit Union
501 - 1,000 employees
Learn more about Coastal Credit Unionexternal

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Job Title: Call Center Analyst Sr.
Position Location: Raleigh, NC. Hybrid position, must live locally.
Job Summary:
The Call Center Analyst Sr. optimizes the Contact Center, Teller Center, and overall call center performance. The position serves as the business unit owner and primary administrator for AI-enabled solutions, including the Aviary platform, as well as other contact center technology applications. This role manages system configuration, integration discussions, data management, reporting, vendor coordination, testing, user support, and ongoing platform optimization. Acting as the primary liaison between operations, IT, vendors, and leadership, the Analyst translates business needs into technical solutions, drives system enhancements, manages vendor performance, and ensures technology solutions effectively support operational objectives and the member experience.
As a key contributor to the Coastal team, your responsibilities will be:
  • (35%) System Integration & Technology:
    • Lead the implementation, optimization, and ongoing enhancement of contact center systems, leveraging advanced technologies-including AI-to drive efficiency and improve system connectivity.
    • Build, automate, and maintain dashboards and reports inside various platforms for real-time and historical performance for the Contact Center and Teller Center.
    • Design, document, and optimize member interaction workflows, routing strategies, and system integrations across contact center technologies to ensure seamless experiences.
    • Monitor system performance and report delays that impact operations. Work with internal IT infrastructure and external partners as needed.
    • Coordinate resolution of system incidents, assess operational impacts, and partner with IT teams and vendors to support system stability and continuous improvement.
  • (30%) AI Voice Agent Optimization & Technical Liaison:
    • Serve as the liaison between business units, technology teams, data and analytics, and external vendor engineers. Stay current with the latest AI technology trends. relative to Contact Center and industry uses.
    • Gather, document, and translate business requirements into system enhancements, process improvements, and technology solutions that support operational objectives.
    • Build, execute, and monitor automated outbound corporate call campaigns and inbound voice routing logic, adjusting configurations based on data from vendor platforms and communicating impacts to stakeholders as needed. Own the system and user access for recurring and ad hoc voice agent campaigns approved by executive leadership.
    • Regularly review AI conversation transcripts and intent-matching logs to find where the bot misunderstands members, then partner with engineers to optimize.
  • (20%) Business Intelligence & Analytics:
    • Analyze performance trends across the Teller Center and Contact Center to identify opportunities to improve operations. Translate data insights into practical recommendations that enhance efficiency, service quality, team effectiveness, and the member experience.
    • Provide management with data-driven recommendations on staffing models, call-volume forecasting, and channel health.
    • Contribute to departmental initiatives as assigned.
  • (15%) Change Management & Operational Support:
    • Perform testing for all new contact center software updates, IVR script variations, and AI voice rollouts before they impact members or departments. Participate in company-wide change management meetings as needed.
    • Maintain accurate, up-to-date technical diagrams of systems leveraged by the call center.
    • Monitor and track service tickets submitted by the Contact Center and Teller Center. Analyze recurring issues, identify operational trends and root causes, and provide leadership with actionable insights and recommendations to address ongoing pain points and improve processes.
    • Maintain audit-ready documentation and ensure compliance with established governance, security, change management, and system administration processes.

Interested? Here are the qualifications we need to see on your resume:
Required Experience:
  • Five years of experience working in business analytics, operations, or related technical functions.
  • Experience developing and analyzing operational reports, dashboards, and performance metrics.
  • Experience using tools such as Excel, SQL, or reporting platforms to analyze data and support decision making.

Preferred Experience:
  • Experience with AI-enabled contact center solutions, digital channels, voice analytics, automation, or omnichannel platforms preferred.
  • Experience partnering with vendors, IT teams, and business stakeholders to implement system enhancements or resolve operational issues.

Education:
  • Related college degree or four years of additional experience in lieu of degree

Essential cognitive/physical/social requirements of position:
Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis.
Deadline for Application: All resumes must be received on or before 9/9/2026
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.
"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."
-Tyler Grodi, CEO
VEVRAA Federal Contractor
Equal Opportunity/Affirmative Action Employer
Minority/Female/Disability/Veterans

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