Contact Center Operations Analyst

Summit Credit Union

. Analyze call trends, volumes, staffing needs, and operational performance .

Posted 11/12/2026full-timeCottage Grove • Wisconsin • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in analyzing call trends and operational performance to optimize workforce utilization and enhance contact center efficiency. Proficient in data analysis and reporting, with a strong focus on meeting regulatory requirements and improving service levels.

Highest-signal resume keywords

Contact Center OperationsData AnalysisWorkforce Management SoftwareMicrosoft ExcelCustomer Relationship Management (CRM) Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Trend AnalysisOperational Performance MetricsForecasting Call VolumesReporting DevelopmentKey Performance Indicators Monitoring

Soft Skills

Analytical SkillsProblem-Solving SkillsInterpersonal CommunicationAttention to DetailProfessional Written Communication

Tools & Technologies

Workforce Management ToolsData Analysis ToolsMicrosoft Excel

Industry Keywords

Regulatory RequirementsOperational ImprovementsSales EnhancementsService-Level ExpectationsMarket Insights

About the role

Key responsibilities & impact

Analyze call trends, volumes, staffing needs, and operational performance
Forecast call volumes and develop agent schedules that optimize coverage and service levels
Coordinate discretionary and non-production activities for effective workforce utilization
Develop accurate reporting and translate data into actionable recommendations
Monitor key performance indicators and identify opportunities to improve sales, service, and operational results
Evaluate call flows and recommend prioritization or efficiency improvements
Support projects designed to improve Contact Center performance
Conduct audits and observations to assess operational practices and adherence to organizational standards
Help ensure regulatory requirements and service-level expectations are met
Collaborate across departments to identify and implement operational improvements
Monitor market and competitive insights that may inform sales and service enhancements

Requirements

What you’ll need

Bachelor's degree in business administration or a related field, or equivalent experience
3+ years of experience with contact center operations and performance metrics
Strong analytical skills and ability to translate complex information into practical recommendations
Advanced proficiency in Microsoft Excel and other data analysis tools
Experience with workforce management software and/or tools
Knowledge of customer relationship management (CRM) systems
Strong problem-solving skills and attention to detail
Well-developed professional written and interpersonal communication skills
Ability to sit, stand, walk, use hands and fingers, and occasionally reach above and below shoulder level
Ability to lift, push, pull, and/or carry up to 10 pounds
Ability to travel to branches

Benefits

Comp & perks

Hybrid office and remote work arrangement
Equal Employment Opportunity and inclusive workplace commitment