Contact Center Analyst at Kforce Inc

Posted in Other 14 days ago.

Location: New York, New York

Job Description:


Kforce is working with a client in search of a Contact Center Analyst to join their team! This position is full time, direct hire, and on-site 2-days a week in New York, NY.

The Contact Center Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration, and effective communication with contact center leadership across the enterprise. Through knowledge of call center systems, such as CRM and telephony platforms, the Call Center Analyst will analyze data to optimize internal reporting, provide actionable insights to leadership to improve decision-making. The Contact Center Analyst reports to the Senior Director of Performance and Optimization.

Key Responsibilities:

  • Responsible for management of the labor model, drivers, attributes, forecasts, and plans using the Verint WFM system

  • Work with leadership across contact centers to create and develop call center processes and monitor the overall performance

  • Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (service level, occupancy, etc.)

  • Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, and optimal work schedules meet multi-system requirements for service level objectives, and forecast staffing levels for multiple call center teams

  • Analyze call center performance history to determine shrinkage, adherence, and occupancy goals as well as optimum off-production activities

  • Support the department and its business partners in analyzing data to achieve specific business results of department and/or enterprise level strategic importance

  • Provide supporting analysis and assist the performance and optimization team-members in project deliverables, timelines, and results


  • Bachelor's degree required

  • 5+ years of related contact center experience working with statistical concepts and analyzing business processes to formulate written and spoken process improvement concepts; Healthcare experience strongly preferred

  • Knowledge and experience with healthcare Epic EMR systems, Verint Workforce Management, Speech Analytics and Salesforce

  • Strong knowledge of MS Excel and PowerPoint

  • Self-driven and motivated, with a demonstrable track record of continuous improvement

  • Customer service orientation; Energetic and outgoing personality

  • Multitasking skills and detail-oriented focus, working in a fast-paced environment

  • Excellent computer skills, comfortable navigating through multiple systems simultaneously

  • Excellent oral, written, and interpersonal skills

  • Ability to work independently and possess problem solving skills with focus on detail

  • Ability to establish and maintain effective working relationships in a team environment

  • Avaya experience preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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