Call Center Analyst Resume
Call center analysts are responsible for improving performance of call centers, assessing business requirements, coordinating with IT team for business application development, and motivating employees for performance. They are responsible for analyzing the volume of calls received and made by call centers and optimize the staffing levels as necessary. The analysts perform troubleshooting of software applications and hardware devices. A degree in information technology and knowledge of business management are initial necessity for a call center analyst job.
Call Center Analyst Resume Example
Norman I. Foster
3476 Caldwell Road
Buffalo, NY 14202
Phone: 585-331-8028
Email: nifoster@example.com
Career Objective:
Looking for a call center analyst position at an IT support company to perform business requirements analysis, creating business applications, and improving performance.
Summary of Skill:
- Extensive knowledge of call center policies, requirements, and work procedure
- Excellent administrative, managerial, and organizational skills
- Strong communication skills, and computer skills
- Skilled in assessing business requirements and developing business applications
- Excellent programming skills in C++, Java, Perl, .Net, PHP, HTML, DHTML, XML
- Excellent telephone mannerism with superb voice quality
- Sound knowledge of basic accounting principles
Work Experience:
Call Center Analyst
Emerald Telecommunication Services, Buffalo, NY
August 2013 - Present
- Monitoring and analyzing daily call records and planning staffing levels
- Developing and maintaining effective models for drawing forecast
- Analyzing data and preparing reports for internal circulation and use
- Assigning workstation to each executive and protecting it with voice-mail passwords
- Taking weekly meetings of all the departments and discussing optimization of performance
- Training team members of on using reporting tools and metrics
Call Center Analyst
Sunsire BroadBand, Buffalo, NY
March 2012 - July 2013
- Provided technical support to clients for broadband services
- Prepared budget for the call center and ensure cross-functional departments abide by
- Developed new processes to address clients' issues and monitor their effectiveness
- Handled escalated issues professionally and ensured customer loyalty
- Collaborated with IT, Finance, HR, Engineering, and Marketing departments for business improvement
- Identified areas with potential for business growth and advised management on benefiting from those opportunities
Education:
-
Bachelor's Degree in Information Technology
Buffalo University, Buffalo, NY
2011
Reference:
On request.
