Venture Tech Solutions, Inc. ยท 1 month ago
Call Center Operations Analyst
Plantation, FL
Full-time
Onsite
Mid Level
3+ years expVenture Tech Solutions, Inc. is seeking a Call Center Operations Analyst responsible for transforming operational data into actionable insights that enhance call center performance and customer experience. The role involves analyzing KPIs, optimizing campaigns, and driving continuous improvement in a high-volume financial services environment.
IT InfrastructureMarketing
Responsibilities
Track, analyze, and interpret daily/weekly/monthly KPIs such as contact rate, conversion rate, enrollment performance, AHT, occupancy, utilization, QA scores, and workflow adherence
Build dashboards and standardized reporting packages to highlight trends across agents, teams, campaigns, and programs
Present insights and recommendations to leadership to support data-driven decision-making
Evaluate dialer output, lead source performance, call cadence, and contact strategies to maximize connect rates and ROI
Support design and configuration of outbound campaigns, routing logic, and omni-channel workflows
Monitor campaign performance and proactively identify opportunities to increase productivity and conversion outcomes
Identify bottlenecks in staffing, scheduling, queue management, and agent workflows
Partner with Sales and Operations to improve script effectiveness, call flows, and agent guidance tools
Provide data models and scenario analysis to support capacity planning and resource optimization
Monitor QA and compliance trends (TCPA, FDCPA, CFPB, and state regulations), identifying patterns that require coaching or process updates
Validate accuracy of call dispositions and ensure consistent documentation across the center
Collaborate with QA, Compliance, and Training teams to reinforce best practices and regulatory adherence
Build and maintain reports using BI and dialer tools, ensuring accuracy, consistency, and alignment across data sources
Produce weekly/monthly business reviews summarizing performance results and improvement recommendations
Partner with IT and BI teams to enhance data pipelines, reporting automation, and data quality controls
Work with Operations, Sales, Marketing, Compliance, QA, and IT to support strategic initiatives and system enhancements
Contribute analytical support to cross-functional projects, product launches, system migrations, and workflow redesign efforts
Provide ongoing performance insight that aligns operational improvements with organizational goals
Qualification
Required
3+ years of experience in call center analytics, performance reporting, or operations optimization
Strong understanding of call center KPIs, dialer logic, outbound campaign structures, and productivity metrics
Advanced Excel skills and experience with BI dashboards (Power BI, internal BI tools, etc.)
Hands-on experience with dialer and telephony platforms such as Five9, Ytel, RingCentral, Nice inContact, Convoso, or similar
Experience working within financial services, debt relief, or other regulated environments
Bachelor's degree from an accredited college or university
Preferred
Experience with Nice inContact, Ring Central, Salesforce, or similar CRM/lead management systems
Familiarity with API integration or building automated reporting workflows
Experience analyzing or implementing AI/LLM-driven analytics solutions
Background in outbound high-volume sales or customer acquisition environments
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