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Service Centre Analyst Jobs (NOW HIRING)

Arkansas Blue Cross

Command Center Analyst

Conway, AR · On-site

Job SummaryThe Command Center Analyst (CCA) monitors the operations of the Enterprise computer and ... services, applications, and technical services under CCA management to deliver AlwaysOn ...

ijetconnect

Command Center Analyst

Washington, DC · On-site

... Center (HQCC). WO's responsibilities are to monitor and respond to real-time incidents and ... Services must be provided in a thorough and timely manner to ensure the safety and well-being of ...

ijetconnect

Command Center Analyst

Washington, DC

... Center (HQCC). WO's responsibilities are to monitor and respond to real-time incidents and ... Services must be provided in a thorough and timely manner to ensure the safety and well-being of ...

ijetconnect

Command Center Analyst

Washington, DC · On-site

... Center (HQCC). WO's responsibilities are to monitor and respond to real-time incidents and ... Services must be provided in a thorough and timely manner to ensure the safety and well-being of ...

HSS

Contact Center Analyst

New York, NY · On-site

$101K - $154K/yr

Contact Center Performance Analytics ... Develop and maintain performance dashboards and reporting for key metrics such as service level ...

Hospital for Special Surgery

$101K - $154K/yr

Contact Center Performance Analytics ... Develop and maintain performance dashboards and reporting for key metrics such as service level ...

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Service Centre Analyst information

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$73.3K

$130K

How much do service centre analyst jobs pay per year?

As of Sep 11, 2026, the average yearly pay for service centre analyst in the United States is $73,261.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,500.00 and $87,000.00 per year, depending on experience, location, and employer.

What does a service centre analyst do?

A service centre analyst is responsible for managing and resolving customer service issues, often through troubleshooting technical problems, providing support, and ensuring customer satisfaction. They typically use diagnostic tools, maintain records of interactions, and may require knowledge of specific software or hardware systems. The role often involves working in a fast-paced environment and may require strong communication and problem-solving skills.

What is a Service Centre Analyst?

A Service Centre Analyst is responsible for providing technical support and resolving customer or internal issues related to products or services. They often use diagnostic tools, follow established procedures, and communicate effectively to ensure timely problem resolution, typically working in a help desk or support environment.

What is the average salary for a service centre analyst in the US?

The average salary for a service centre analyst in the US is approximately $45,000 to $60,000 per year, depending on experience, location, and industry. Entry-level positions may start lower, while experienced analysts or those with specialized skills can earn higher salaries. Certifications and technical proficiency can also influence compensation levels.

What cities are hiring for Service Centre Analyst jobs?

Cities with the most Service Centre Analyst job openings:

What states have the most Service Centre Analyst jobs?

States with the most job openings for Service Centre Analyst jobs include:

What are popular job titles related to Service Centre Analyst jobs?

For Service Centre Analyst jobs, the most frequently searched job titles are:

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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