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City of Fort Worth · 1 day ago

Call Center Analyst

Fort Worth, TX

Full-time

Onsite

Mid Level

$31.52/hr - $40.98/hr

4+ years exp

The City of Fort Worth is one of the fastest growing large cities in the U.S. and is seeking a Call Center Analyst for its Water Customer Relations Department. The role involves tracking and analyzing call flow patterns, summarizing Contact Center performance, and ensuring that contact center metrics and standards are met.

Business DevelopmentConsultingGovernment

Responsibilities

Monitor and analyze contact center performance; generate Contact Center reports for statistics

Monitors real-time queue activity, identifies trends and makes recommendations; identifies call trending

Serves as administrator and subject matter expert for a variety of call center and monitoring systems

Observes agents interacting with customers to provide coaching, identify opportunities for training and provide call quality evaluation

Serves as liaison between Contact Center, Water Information Technology and various Contact Center vendors as subject matter expert. Ensure system enhancements, upgrades, and new technologies are developed, tested, trained and rollout following business requirements

Creates and maintains the documentation for the New Hire training program and ongoing process improvement training

Conducts market research benchmarking to identify trends and implement business plans for best practices for the Contact Center