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 identify opportunities for improvement of workforce utilization and service levels.