Call Center Operations Analyst

What You Will Do Here:

Performance & Data Analysis

• Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities.
• Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations.
• Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks.
• Recommend improvements to call handling, case management, and customer communication based on analytical findings.

Quality & Coaching Support

• Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics.
• Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment.
• Provide actionable insights informing coaching plans, training opportunities, and performance interventions.
• Design calibration & norming sessions, ensuring consistent evaluation of support interactions, written communication, recorded calls, and case notes.

Operational Excellence & Continuous Improvement

• Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and elevate the customer experience.
• Partner with leaders to design & implement process enhancements that increase efficiency and support scaling.
• Standardize & document routing, escalation paths, and quality assurance processes.
• Track the impact of changes and measure results against baseline performance.

Reporting & Leadership Support

• Prepare regular summaries, insights, & recommendations for supervisors, managers, & leaders.
• Provide data-driven guidance that supports strategic planning and helps strengthen the overall customer service model.
• Present analysis clearly and concisely to cross-functional stakeholders.
• Provide analytic support for new initiatives, technology implementations, and opportunities for self-service & automation.

Skills You Will Need Here:

Core Competencies

• Analytical Thinking: Ability to turn data into insights that drive meaningful change.
• Collaboration: Works effectively with frontline leaders and cross-functional partners.
• Communication: Clear, concise, and able to explain complex ideas in simple terms.
• Customer-Centric Mindset: Passionate about improving the customer experience.
• Continuous Improvement: Proactively identifies improvement opportunities & follows through.

Qualifications & Experience

• Bachelor’s degree in Business, Analytics, Operations, or related field (or equivalent experience).
• 2–4 years of experience in call center operations, customer support analytics, or quality assurance.
• Strong analytical skills with the ability to interpret complex datasets and translate findings into actionable recommendations.
• Proficiency with enterprise customer support systems (Salesforce Service Cloud), phone systems (Vonage), and analytics tools (PowerBI).
• Experience in customer support quality assurance and performance management.
• Familiarity with forecasting and queue optimization concepts.
• Understanding of contact center KPIs and customer experience metrics.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to accuracy.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

In this position, you will be eligible to participate in the company’s discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below. 

0% Annual$58,300.00 - $75,750.00 USD