Lead Call Center Workforce Analyst

CGI Group   •  

Baltimore, MD

Industry: Technical Services


5 - 7 years

Posted 33 days ago

Your future duties and responsibilities:

• Ability to manage competing priorities and multiple daily tasks in a demanding environment

• Experience as a senior or lead in an analytic call center environment

• Provide quality assurance support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions on a monthly basis

• Create and/or maintain call center related reporting

• Maintain quality reports, based on service observation data

• Monitor the call recording application, including the number of calls and screens captured as part of service observation program to make sure a sufficient number are being captured to provide local managers sufficient calls and associated screens to perform service observation

• Support the creation of forms for quality management programs in accordance with national and local guidance

• Respond to support inbox inquiries and field support calls on related issues

• Support and maintain speech analytics database including creating new or making modifications to existing searches and composing studies based on search results

• Produce ad-hoc reports and analysis through the use of reporting tools and speech analytics

• Provide daily support for various monitoring and reporting systems

• Superior client services, oral and written communication skills

Required qualifications to be successful in this role:

• Strong experience with workforce management software i.e. – Verint, NICE, Genesys, Blue Pumpkin

• 6+ years of relevant experience plus a Bachelor's degree OR 4+ years of relevant experience plus a Master's degree

• Supports the client and the team and is responsible for tasks and assignments associated with call center software

• Create and maintain quick reference guides, speaker notes and user manuals using Microsoft Word and PowerPoint required knowledge, skills and competencies

• Strong data analytics skills

Desired Qualifications:

• Experience leading and/or overseeing individuals in a call center environment

• Experience training, mentoring and developing a team

• Federal security credentials



  • Client Management
  • Communications Management
  • Customer Service & Support
  • Analytical Thinking
  • Communication (Oral/Written)