Call Center Analyst

General Information

Malak Al Tawouk
Job Type:
Restaurant/ Food Service
Date Posted:
Aug 08, 2022
Employee Type:
Full-Time Employee


• Analyzes telephone data through use of software and other tools as needed. Measure results and improvement as necessary to improve quality of call results. Provide feedback on results to department leadership to achieve results improvement.
• Investigates problem calls through the use of software, recordings and footage to determine issues for internal and external calls providing service recovery as needed.
• Responsible for calls reporting, agents’ productivity and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends.
• Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.
• Accountable for identifying ongoing call center staffing needs and working with the customers to ensure agents are productive
• Supports continuous improvement to achieve consistently excellent customers and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage.
• Communicate and provide feedback effectively to Customer service management team, Ensure all tools, processes and procedures are properly documented
• Adhere to company proprietary and confidential policy information
• Provides accurate and timely reports to all departments, individual teams and team members
• Execute weekly deep-dives to identify best practices for the call center GPA
• Perform live and weekly playback observation - call monitoring of the agents to ensure compliance the company standards phone script, including problem solving
• Identify and report cases needing escalation to the management.
• Performance monitoring and Quality Assurance testing of call center agents as needed.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

Competitive Salary + Incentives
Job location: Zouk Mosbeh

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