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Senior Call Center Analyst Jobs in Delaware (NOW HIRING)

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

Senior SOC Analyst - Weekends

Dover, DE · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

Senior SOC Analyst - Weekends

Newark, DE · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

Senior SOC Analyst - Weekends

Smyrna, DE · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

World Wide Technology

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced ... seeking a Senior SOC Analyst to support a weekend schedule ( Wednesday - Sunday OR Saturday ...

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Showing results 21-40

All JobsCall Center Analyst JobsSenior Call Center Analyst JobsSenior Call Center Analyst Jobs in Delaware

Senior Call Center Analyst information

See Delaware salary details

$48.5K

$102.6K

$130.6K

How much do senior call center analyst jobs pay per year?

As of Aug 20, 2026, the average yearly pay for senior call center analyst in Delaware is $102,615.00, according to ZipRecruiter salary data. Most workers in this role earn between $88,100.00 and $116,600.00 per year, depending on experience, location, and employer.

What does a senior call center analyst do?

A Senior Call Center Analyst is responsible for analyzing call center operations to improve efficiency and customer service quality. They review call data, monitor performance metrics, and identify trends or issues. Additionally, they may develop reports, recommend process improvements, and provide guidance to junior analysts or team leaders. Their goal is to enhance productivity, customer satisfaction, and operational effectiveness within the call center.

What are the key skills and qualifications needed to thrive as a senior call center analyst, and why are they important?

To thrive as a Senior Call Center Analyst, you need strong analytical skills, experience with workforce management, and a background in call center operations—often supported by a bachelor’s degree in business, IT, or a related field. Familiarity with call center software, CRM platforms, data analysis tools like Excel or Power BI, and relevant certifications such as Six Sigma or COPC are typically required. Exceptional problem-solving abilities, attention to detail, and effective communication skills help you collaborate with teams and drive operational improvements. These competencies are crucial for optimizing call center performance, enhancing customer satisfaction, and supporting data-driven decision-making.

How does a senior call center analyst typically collaborate with other departments to enhance customer service operations?

A Senior Call Center Analyst often works closely with teams such as IT, training, and quality assurance to analyze call data and identify areas for process improvement. They frequently participate in cross-functional meetings to discuss customer feedback trends and recommend actionable changes. By sharing insights and collaborating on solutions, they help ensure that customer service strategies are aligned across the organization, ultimately leading to improved customer satisfaction and operational efficiency.

What is the difference between Senior Call Center Analyst vs Call Center Supervisor?

AspectSenior Call Center AnalystCall Center Supervisor
CredentialsTypically requires a bachelor’s degree and call center experienceRequires similar credentials, often with leadership or supervisory training
Work EnvironmentFocuses on data analysis, reporting, and process improvementOversees daily operations, manages staff, and ensures service quality
Employer UsageUsed in customer service, technical support, and sales centersCommonly found in call centers with team management responsibilities

The main difference is that a Senior Call Center Analyst primarily analyzes data and improves processes, while a Call Center Supervisor manages staff and oversees daily operations. Both roles require similar credentials and are integral to call center success, but they focus on different aspects of call center management.

What are the most commonly searched types of Call Center Analyst jobs in Delaware?

The most popular types of Call Center Analyst jobs in Delaware are:

Senior Call Center Analyst jobs near you

Client Servicing Specialist-Funds xfr

City National Bank

Newark, DE • On-site

$22.27 - $33.43/hr

Part-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 8 days ago

Job description

CLIENT SERVICING SPECIALIST-FUNDS XFR
WHAT IS THE OPPORTUNITY?
The Client Service Specialist is responsible for responding to and handling a broad range of inquiries regarding complex wire transfer procedures and processes as well as providing status updates to all CNB internal and external clients, delivering an exceptional client service experience aligned with our City National Brand promise. Manage client conversations utilizing strong communication skills as well as product and operations knowledge. Independently analyze, resolve, prioritize, and process wire transfer transactions. Provides guidance to clients on issues requiring immediate attention. Informs management of potential problems and escalates issues accordingly. Provides feedback from clients to management regarding service quality, products, policy and procedures. Identifies suspicious calls or situations requiring escalation and follows established procedures to ensure clients personal and account information is safe and secure.
WHAT WILL YOU DO?
  • Respond to and handle a broad range of complex wire related issues from Crystal, Gold, Silver, Bronze and Cornerstone level clients and all levels of bank personnel for all City National Bank branches and departments with the appropriate level of urgency. Manage a minimum of 4 different applications supporting the funds transfer process (IBS Insight, SQN, Money Transfer System, Esker) in a high volume, fast-paced telephone and technical environment.
  • Provide advice and solutions to both internal and external clients related to wire transfer needs.
  • Resolves client complaints and diffuse unsatisfied clients while maintaining a strong commitment to improving the client experience. Provide guidance on issues requiring immediate attention, including complaints, fraudulent wires, and various inquiries. Escalate issues to management and Relationship Managers, as necessary.
  • Processes incoming and outgoing, domestic and international, US dollar and foreign currency wire transfer requests free of errors.
  • Reviews online and department manuals to ensure adherence to policy and procedures. Remain updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes.
  • Assist Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
  • Identify trends and recommend process improvements to management regarding production issues negatively impacting clients.
  • Escalate any suspicious wire requests to management for additional review.
  • Maintain operational integrity and comply fully with all Bank Operations policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).
  • Complete other related work as assigned.

WHAT DO YOU NEED TO SUCCEED?
Required Qualifications*
  • Minimum 2 years of Client Service experience, call center experience a plus
  • Minimum 2 years of financial transaction processing experience

Additional Qualifications
  • Knowledge of banking operations including wire/fund transfer.
  • Exceptional communication skills (listening, problem-solving and decision-making).
  • Ability to manage difficult discussion with all level clients utilizing excellent problem solving and decision making-skills.
  • Conducts conversations with a focus on high quality client service in a fast pace call center environment.
  • Experience with call center environment technologies and numerous mobile and online banking applications/systems.
  • Strong client service skills. Ability to remain calm and composed when dealing with challenging and highly charged situations.
  • Comprehensive knowledge in Windows desktop operating systems.
  • Must have the ability to function independently to research and resolve complex issues effectively
  • Ability to multi-task in a high paced call center environment while solving problems and finding solutions to meet our clients' expectations and needs
  • Maintains a high level of professionalism
  • Strong data entry skills
  • Has a strong sense of urgency

WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
  • Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
  • Generous 401(k) company matching contribution
  • Career Development through Tuition Reimbursement and other internal upskilling and training resources
  • Valued Time Away benefits including vacation, sick and volunteer time
  • Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
  • Career Mobility support from a dedicated recruitment team
  • Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.
ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.

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