Job Description:

Calling all data detectives in Chicago! Are you passionate about using analytics to drive smart business decisions? We have a full-time, direct hire Call Center Analyst position for you (and yes, it's remotehybrid with a Monday-Friday schedule!). In this role, you'll be a data whiz, diving deep to inform pricing strategies for new contracts. Plus, you'll be the hero existing call centers need, providing critical reporting support. Think you have the skills to crack the code? Apply now! Contact Kristina at to learn more.Flexible hours (9-5 for training)Remotehybrid (after 2-week onsite training)Perks & BenefitsPaid TrainingWeekly paychecksDirect Deposit or Cash Card pay optionsMedical Dental Insurance401kPaid Sick LeavePaid Time OffAdvancement Opportunities$70K to $75K yearEmployment Type & ShiftsDirect HireFull TimeFlex SchedulingJob ResponsibilitiesAnalyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains.Provide regular and ad-hoc reports to clients and internal stakeholders.Maximize staff schedules to align with historical call trendsCreate forecasting models to determine capacity requirements for multiple call centers with varying KPI'sSupport business users by providing analytic insights to aid in strategic decision-makingCollaborate with telephony vendor and call center leadership to lead the implementation of a new Work Force Management systemWork with call center leadership to implement data-driven processes and solutions which will result in improved efficienciesDevelop and maintain reporting tools and dashboards to track key performance indicators (KPIs)SKILLS AND EXPERIENCE REQUIRED:Proven working experience as a Call Center Analyst, or Business Operations Data AnalystTechnical expertise regarding data models, data mining and segmentation techniquesKnowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc.)Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracyAdept at queries, report writing and presenting findingsBS in Mathematics, Economics, Computer Science, Information Management, Finance, Business Administration or Statistics.Previous call center experience is a MUST.Associate RequirementsBachelorsBackground CheckDrug TestMust be at least 18 years oldThe hourly rate for this position is anticipated between $33.00 - $36.00 per hour. This range is a good-faith estimate, based on the shift you work and other considerations permitted by law. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package. More details about benefits can be found at