National Capital Region

Job Description

Posted Sunday, April 12, 2026 at 4:00 PM

Job Purpose

The Contact Center Analyst is responsible for ensuring that the contact center meets service levels by monitoring real‑time staffing, work mix blending and call queue adjustments, and overall management of workflow traffic across the network.

Duties and Responsibilities

• Compare actual staffing against plan, taking necessary corrective actions—such as adjusting call routing, skill support, and inventory/shift assignments to improve service levels and overall agent utilization
• Ensure agent adherence to assigned schedules, including breaks and non‑productive time
• Track performance indicators such as Average Handling Time, non‑productive time limits, and overall productivity, escalating areas needing development or recognition
• Collaborate with key business partners and stakeholders to identif...