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Contact Center Analyst Jobs (NOW HIRING)

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

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 ...

HSS

Contact Center Analyst

New York, NY · On-site

$99K - $150K/yr

Contact Center Performance Analytics: Develop and maintain performance dashboards and reporting for key metrics such as service level, ASA, abandon rate, AHT, ACW, first call resolution, transfer ...

Essentia Health

Contact Center Reporting Analyst

Duluth, MN · On-site +1

$70K - $105K/yr

Business Service Center Department: 1006860 SCHEDULING - EH SS The Contact Center Reporting Analyst provides reporting, analysis, and actionable insights to support contact center operations, service ...

Essentia Health

Contact Center Reporting Analyst

Duluth, MN · On-site +1

$70K - $105K/yr

Business Service Center Department: 1006860 SCHEDULING - EH SS The Contact Center Reporting Analyst provides reporting, analysis, and actionable insights to support contact center operations, service ...

Liberty Latin America Communications, Inc.

PR

In this role, you will support the Outsource Contact Center Manager in ensuring that Business ... Analyze individual and team scores to identify training and improvement opportunities. * Provides ...

Fnbcorp

Contact Center Data Analyst

Hermitage, PA · On-site

Contact Center Data Analyst Business Unit: Retail Operations Reports to: Manager of Contact Center Applications and Reporting Position Overview: This position is responsible for developing and ...

Fnbcorp

Contact Center Data Analyst

Pittsburgh, PA

Contact Center Data Analyst Business Unit: Retail Operations Reports to: Manager of Contact Center Applications and Reporting Position Overview: This position is responsible for developing and ...

GroHR

Contact Center - Technology Consultant

Coppell, TX · On-site

$113K - $140K/yr

Contact Center Technology Consultant (NICE CXone) About the Role Voxai Solutions, Inc. in Coppell ... Troubleshoot system issues, analyze root causes, and resolve or escalate as needed * Monitor ...

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Contact Center Analyst information

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$33.5K

$85.6K

$118.5K

How much do contact center analyst jobs pay per year?

As of Jun 9, 2026, the average yearly pay for contact center analyst in the United States is $85,586.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,000.00 and $98,500.00 per year, depending on experience, location, and employer.

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

To thrive as a Contact Center Analyst, you need strong analytical skills, proficiency in data interpretation, and a background in business, IT, or a related field. Familiarity with workforce management software, customer relationship management (CRM) systems, and reporting tools like Excel or Power BI is typically required. Excellent problem-solving ability, attention to detail, and effective communication set top performers apart in this role. These skills enable analysts to optimize contact center operations, improve customer experience, and deliver actionable insights to management.

What is a Contact Center Analyst?

A Contact Center Analyst is a professional who monitors and analyzes the performance of a contact center, which handles customer service interactions through channels like phone, email, chat, and social media. Their main responsibilities include gathering data on call volume, response times, customer satisfaction, and agent performance. They use this information to create reports, identify trends, and suggest improvements to enhance efficiency and customer experience. Contact Center Analysts play a crucial role in helping organizations optimize their customer service operations.

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

AspectContact Center AnalystCustomer Service Representative
CredentialsTypically requires a bachelor’s degree in business, communications, or related fieldHigh school diploma or equivalent; some roles may prefer post-secondary education
Work EnvironmentOffice setting within call centers or customer support departmentsOffice or retail environment, often direct customer interaction
Primary ResponsibilitiesAnalyzing call data, improving processes, reporting performance metricsHandling customer inquiries, resolving issues, providing product/service information
SkillsData analysis, communication, problem-solvingCommunication, patience, problem-solving

While both roles support customer service operations, a Contact Center Analyst focuses on data analysis and process improvement, whereas a Customer Service Representative directly interacts with customers to resolve issues.

What are some common challenges Contact Center Analysts face, and how can they effectively manage them?

Contact Center Analysts often encounter challenges such as managing high call volumes, handling complex customer issues, and ensuring accurate data analysis under tight deadlines. To effectively manage these challenges, analysts utilize strong organizational skills, leverage advanced contact center software, and collaborate closely with team members to share best practices. Continuous learning and proactive communication with supervisors also help in adapting to evolving customer needs and technology updates. Building resilience and maintaining a customer-focused mindset are key to thriving in this fast-paced environment.
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What are popular job titles related to Contact Center Analyst jobs? For Contact Center Analyst jobs, the most frequently searched job titles are:
Contact Center Analyst jobs near you
Infographic showing various Contact Center Analyst job openings in the United States as of May 2026, with employment types broken down into 1% Locum Tenens, 77% Full Time, and 22% Part Time. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $85,586 per year, or $41.1 per hour.

Contact Center Analyst

MED-EL Corporation

Durham, NC • On-site

Full-time

Posted 5 days ago

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: