call center analyst

Dana-Farber Cancer Institute

Job Ref: 
46658
 
Location: 
450 Brookline Ave, Boston, MA 02215
 
Category: 
Operations
 
Employment Type: 
Full time
 
Work Location: 
Remote: occasional time on campus
 
Overview
 
The Senior Call Center Analyst will be a key contributor in project planning, software administration, and support to the DFCI telephony systems with an emphasis on call center technologies. This will include the implementation of telephony applications pertaining to the Avaya PBXs and adjuncts including Avaya Communications Manager, Session Manager, Avaya Enablement Server (AES), Call Management System (CMS), CMS Supervisor, CC-Elite, Aura Messaging, and the institute's call recording system to support DFCI main campus and regional locations. This position will continuously work to enhance the call center telecom infrastructure and provide day-to-day support in a multi-tasking environment.
 
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
 
Responsibilities
 
Prepares ad hoc and scheduled call center metric reports and analyses
 Provides Tier-2 and Tier-3 support for all PBX maintenance and technical support issues to include all voice adjunct systems
 Creates comprehensive work and call flows utilizing Call Vectoring, Vector Directory Numbers (VDN), and skills/split based routing configurations
 Documents the customer journey in all call center scenarios, including change requests and trouble resolutions
 Interfaces with patient facing Welcome Center team management for call center telephony solutions
 Works with Network Engineering team to troubleshoot network issues related to voice technologies
 Provides backup to Telecommunications Coordinator for call accounting system programming and reporting.
 Utilizes ServiceNow and Maintenance Connection centralized ticketing systems
 Provides 24-hour on-call support for Telecommunications on a rotating basis
 Maintains confidentiality at all times
 May be required to perform outside normal job areas at discretion of supervisor in the interest of a safe hospital environment
 
Qualifications
 
Bachelor’s degree in Telecommunications, IS, or equivalent combination of education and experience
 10 years of experience in administration, programming, and troubleshooting of Avaya Communications Manager telephony systems including G350/450, Aura Messaging, CMS, CMS Supervisor, Elite, AES, and AWFOS
 Avaya Telephony certifications are desired
 Proven experience supporting a mid-large call center environment
 Experience working with Customer Relationship Management (CRM) platforms (e.g. Salesforce)
 Proficient with Microsoft suite of office products (Microsoft Excel, Word, PowerPoint, and Visio)
 Must be able to work independently as well as within a team and follow through on tasks with minimal supervision
 Strong knowledge of VoIP, SIP, Call Detail Record (CDR), Call Recording, and softphone technology
 
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: 
Strong verbal and written communications skills are required and must be able to communicate effectively with all levels of staff
 Proficient research, analytical, and problem resolution skills
 Ability to understand, interpret, and adhere to established standards, procedures and guidelines
 Must be able to organize and prioritize work to meet deadlines and service commitments
 Excellent customer service skills required
 
SUPERVISORY RESPONSIBILITIES: None required of this position
 
PATIENT CONTACT: None required of this position
 
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
 
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
 
EEOC Poster

Senior Call Center Analyst

CORPAVENUE

The Dialer &amp; MIS Analyst manages the call center's dialer system, ensuring smooth campaign execution, maximum productivity, and accurate performance reporting. This role acts as the backbone of call center operations, balancing technology and analytics.Key Responsibilities:&middot; Configure and manage auto-dialer campaigns, agent allocation, and call pacing. &middot; Monitor dialer performance to minimize call drops, idle time, and maximize connects. &middot; Maintain lead databases and ensure data hygiene in CRM/dialer. &middot; Troubleshoot technical issues and liaise with IT/dialer vendor when needed. &middot; Generate and circulate daily, weekly, and monthly MIS reports on KPIs such as: o Calls attempted vs. connected o Meetings booked o Lead aging and follow-up status o Agent productivity &middot; Provide insights to management for process improvement. &middot; Ensure compliance with dialing regulations and Do-Not-Call lists.Job Type: Full-timePay: &#8377;50,000.00 - &#8377;65,000.00 per monthBenefits:<ul><li>Health insurance</li><li>Paid sick time</li><li>Provident Fund</li></ul>Experience:<ul><li>dialer management and MIS reporting: 2 years (Required)</li></ul>Work Location: In person

Dialer & MIS Analyst

Xad Technologies

<div>
 
 Department:
 
 Customer Operations |
 
 Division:
 
 Commercial
 
 
 
 Reports To:
 
 Manager WFM and RTM
 
 
 
 Job Purpose
 
 
 
 The Analyst Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Monitor real-time call center performance and ensure achievement of daily service level targets.
 </li>
 <li>
 Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.
 </li>
 <li>
 Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.
 </li>
 <li>
 Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.
 </li>
 <li>
 Analyze operational data, identify trends, and provide actionable insights to improve efficiency.
 </li>
 <li>
 Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.
 </li>
 <li>
 Provide accurate reports and justifications for operational decisions to management.
 </li>
 <li>
 Support process optimization, risk identification, and implementation of corrective measures.
 </li>
 <li>
 Maintain clear and timely communication with all stakeholders to ensure operational consistency.
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Education:
 
 
 
 <ul>
 <li>
 Diploma in Business Administration or related field.
 
 
 
 </li>
 </ul>
 
 Experience:
 
 
 
 <ul>
 <li>
 13 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).
 
 
 
 </li>
 </ul>
 
 Skills &amp; Knowledge:
 
 
 
 <ul>
 <li>
 Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.
 </li>
 <li>
 Proficient in Cisco, Exony, and real-time management systems.
 </li>
 <li>
 Advanced MS Office skills (Excel, PowerPoint, Word).
 </li>
 <li>
 Strong analytical, coordination, and problem-solving skills.
 </li>
 <li>
 Excellent communication and stakeholder management abilities.
 
 
 
 </li>
 </ul>
 
 Core Competencies:
 
 
 
 <ul>
 <li>
 Strategic thinking and results orientation.
 </li>
 <li>
 Customer-focused and quality-driven.
 </li>
 <li>
 Strong collaboration and teamwork.
 </li>
 <li>
 Data-driven decision-making.
 </li>
 </ul>
</div>

Analyst - Contact Center Operations

Concentrix

<div>
 Job Title:
 
 
 Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
 
 
 
 Job Description
 
 
 
 PREFERRED CANDIDATE QUALIFICATIONS &ndash;
 
 
 <ul>
 <li>
 CURRENTLY AVAILABLE IN THE UAE.
 </li>
 <li>
 CAN JOIN IMMEDIATELY.
 
 
 </li>
 </ul>
 As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers&rsquo; experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company&rsquo;s standards of performance &mdash;a Scorecard. This may include assessing Advisors&rsquo; demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
 
 
 Without your expertise, the management team may not understand where it&rsquo;s going wrong and struggle to achieve the level of service to which it has agreed with the client.
 
 
 You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
 
 
 
 Essential Functions / Core Responsibilities
 
 
 
 <ul>
 <li>
 Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
 </li>
 <li>
 Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
 </li>
 <li>
 Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
 </li>
 <li>
 Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
 </li>
 <li>
 Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
 </li>
 <li>
 Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees&rsquo; and customers&rsquo; experience.
 </li>
 <li>
 Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
 </li>
 <li>
 Prepare reports capturing service quality trends and variances for the team / department.
 
 
 </li>
 </ul>
 
 CANDIDATE PROFILE
 
 
 
 You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
 
 
 <ul>
 <li>
 2+ years&rsquo; experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
 </li>
 <li>
 A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
 </li>
 <li>
 Strong Communication and Interpersonal skills.
 </li>
 <li>
 Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
 </li>
 <li>
 Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA&rsquo;s, coaching, appraisals, etc.
 </li>
 <li>
 Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
 </li>
 <li>
 Empathetic approach and mindset.
 </li>
 <li>
 Genuine curiosity and desire to understand and to know why.
 </li>
 <li>
 Proficiency with technology, especially computers, software applications, and phone systems.
 </li>
 <li>
 Comfortable in working with individuals and team/s remotely.
 
 
 </li>
 </ul>
 
 Disclaimer
 
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 
 
 Language Requirements:
 
 
 Arabic (Required), English (Required)
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581849
 
</div>

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

XAD Technologies

Department: Customer Operations | Division: Commercial Reports To: Manager &ndash; WFM and RTMJob PurposeThe Analyst &ndash; Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers.Duties and Responsibilities<ul><li>Monitor real-time call center performance and ensure achievement of daily service level targets.</li><li>Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.</li><li>Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.</li><li>Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.</li><li>Analyze operational data, identify trends, and provide actionable insights to improve efficiency.</li><li>Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.</li><li>Provide accurate reports and justifications for operational decisions to management.</li><li>Support process optimization, risk identification, and implementation of corrective measures.</li><li>Maintain clear and timely communication with all stakeholders to ensure operational consistency.</li></ul>RequirementsEducation:<ul><li>Diploma in Business Administration or related field.</li></ul>Experience:<ul><li>1&ndash;3 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).</li></ul>Skills &amp; Knowledge:<ul><li>Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.</li><li>Proficient in Cisco, Exony, and real-time management systems.</li><li>Advanced MS Office skills (Excel, PowerPoint, Word).</li><li>Strong analytical, coordination, and problem-solving skills.</li><li>Excellent communication and stakeholder management abilities.</li></ul>Core Competencies:<ul><li>Strategic thinking and results orientation.</li><li>Customer-focused and quality-driven.</li><li>Strong collaboration and teamwork.</li><li>Data-driven decision-making.</li></ul>Job Type: Full-timePay: AED4,000.00 - AED6,000.00 per monthApplication Question(s):<ul><li>Can you describe your experience in real-time monitoring and managing service levels in a contact center environment?</li><li>Which real-time management tools or systems (e.g., Cisco, Exony, WFM platforms) have you used, and how did you utilize them to improve performance?</li><li>Share an example of how you identified and resolved a real-time operational issue that impacted service levels or customer experience.</li><li>Nationality</li><li>Current Location</li><li>Total Experience</li><li>Qualification/Education</li><li>Current Salary</li><li>Expected Salary</li><li>Visa Category</li><li>Visa Expiry</li><li>Notice Period</li><li>The Salary range for this role is from 4,000 AED to 6,000 AED along with company provided visa and health insurance so do you agree?</li><li>Have you answered all the questions? If not, please share the reasons why you could not.</li></ul>

focus elite

&middot; International Calling experience.&middot; Quick and attentive speaking with the clients.&middot; Able to generate leads through cold calling.&middot; Leads generation towards sponsors and Exhibitors.&middot; Lead conversation and successful closing.&middot; Maintaining the Monthly target.&middot; Achieving the monthly given target.Job Types: Full-time, PermanentPay: &#8377;30,000.00 - &#8377;35,000.00 per monthBenefits:<ul><li>Paid sick time</li></ul>Application Question(s):<ul><li>How many years of experience do you have as a Lead Analyst in a BPO or call center environment?</li><li>Have you previously worked on US-based voice campaigns? If yes, please describe.</li><li>Can you share an example of a report or insight that led to a process improvement in a previous role?</li><li>Have you supported operations, quality, or workforce teams with performance analytics?</li><li>Are you available to work night shifts from 8 PM to 6 AM IST?</li><li>Are you located in Ahmedabad or willing to work from the Nehrunagar office?</li></ul>Work Location: In person

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