Venture Tech Solutions, Inc. · 1 month ago
Call Center Analyst
Plantation, FL
Full-time
Onsite
Mid Level
3+ years expVenture Tech Solutions, Inc. is a company focused on performance-driven call center operations. The Call Center Analyst will support the call center by providing data analysis, performance insights, and operational optimization to improve agent performance and overall outcomes.
IT InfrastructureMarketing
Responsibilities
Track and analyze daily, weekly, and monthly KPIs including contact rates, conversion rates, enrollments, QA scores, occupancy, utilization, and AHT
Produce dashboards and reports that highlight performance trends at the agent, team, and program level
Evaluate dialing results and lead source performance to optimize contact strategies and maximize ROI
Identify operational bottlenecks and provide data-driven recommendations to improve sales performance and customer experience
Support leadership with insights on staffing, scheduling, occupancy trends, and workflow efficiency
Analyze effectiveness of scripts, call flows, and outbound campaigns to support continuous improvement
Monitor QA compliance results and identify patterns that require process updates or additional coaching
Partner with QA, Compliance, and Training to ensure regulatory adherence (TCPA, FDCPA, CFPB, state regulations)
Track call dispositions and workflow adherence to ensure consistent execution
Work closely with Operations, Sales, Marketing, QA, and IT to align performance improvements with organizational goals
Support implementation of new dialing strategies, lead routing logic, and campaign configurations
Participate in cross-functional projects such as new product launches, system enhancements, or workflow redesigns
Build and maintain reports using platforms such as Five9, Ytel, RingCentral, Convoso, LeadsPedia, Salesforce/Zoho, and internal BI tools
Provide leadership with regular performance summaries and actionable insights
Validate report accuracy and ensure all data sources are reliable and consistent
Qualification
Required
3+ years' experience in call center analytics, reporting, or performance optimization role
Strong proficiency in call center KPIs, dialer reporting, and outbound campaign metrics
Experience working with Nice inContact, API (Building API's) and AI
Advanced skills working with Excel and BI Dash (PowerBuilder) and Large Language Models (LLM)
4-year college degree from an accredited college
Build and maintain reports using platforms such as Nice inContact, Five9, Ytel, RingCentral, AI and internal BI tools
Preferred
Experience in financial services or debt-relief environment preferred
Company
Venture Tech Solutions, Inc.
Founded in 2007, VentureTech Solutions has always had a simple mission: to solve business problems with innovative web technology solutions.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase