Available Positions

Sr. Business Analyst - Call Center

Location: IA-Cedar Rapids




The Call Center Analyst is responsible for timely analysis of information, including but not limited to contact center trends, call volume, measuring operational performance, analyzing customer behav ior and trends, data mining and building predictive models and recommendations to anticipate future demands and increase call center efficiencies and effectiveness.  Ensure accurate integration of artificial intelligence/machine learning models into current call center platforms. Also responsible for to own the modernization of the support center including understanding all the information above to recommending and implementing new approaches to non “human” based support to driving efficiency in the human based support.


Major responsibilities of the position are listed below.  To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·         Analyze large data sets of structured, semi-structured and unstructured data to discover data insights and collaborate with business partners to deliver business value through these insights.

·         Analyze data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate

·         Recommend and implement process improvements and tools that reduce human based support.

·         Recommend and implement process improvements and tools that improves the efficiency of human based support.

·         Prepare and effectively present findings to business stakeholders, including executive management in a concise fashion.

·         Identify opportunities to improve our customer experience across our products and solutions with machine learning.

·         Work with Senior Leadership and Business Partners (when applicable) to provide data, insights and recommendations to build strategy around driving use of technology and tools by call center leadership.  

·         Collaborate with Senior Leadership to understand their data analysis needs, explain trends in data and actively drive further research and/or operational changes within in the call center to meet service goals, meet cost goals and provide our customers an excellent customer experience.

·         Other job duties as defined.


  • Bachelor’s Degree, accounting, economics, statistics, information science or similar required.Minimum of 3-5 years of p roven work experience as a data analyst or business data analyst.  Or in support center technology field.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information. ​
  • Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, R, SAS, SPSS, etc.).
  • A thorough understanding of call center operations, technologies, and internal business processes is preferred.
  • Ability to work independently as well as partner with others and work well within a team.
  • Able to extract data from large-scale databases or applications to create custom datasets, models or reports.
  • Strong organizational and time management skills; ability to adhere to deadlines.


To perform the job successfully, an individual must be able to execute each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.


  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Mathematics — Knowledge of arithmetic, algebra, statistics, and their applications.
  • Computers— Knowledge of computer hardware and software, including applications and programming.


  • Critical Thinking  — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Listening  — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Reading Comprehension  — Understanding written sentences and paragraphs in work related documents.
  • Active Learning  — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Speaking  — Talking to others to convey information effectively .



  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing.
  • Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral Expression — The ability to communicate information and ideas in speaking so others will understand.



  • Keying/typing, sitting, standing, walking.
  • Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.
  • The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
  • Compliance with company attendance standards.
  • FLSA status: Salaried, Exempt.



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