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Call Center Analyst

HTSS, Inc.

Allentown, PA

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Automation, Billing, Business Operations, Business Support, Call Centers, Call Volume, Communication Skills, Continuous Improvement, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer/Client Research, Data Analysis, Data Quality, Energy & Utilities, Financial Analysis, Financial Systems, Information Technology & Information Systems, Leadership, Microsoft Product Family, Operational Audit, Operational Improvement, Operational Support, Performance Management, Performance Metrics, Pivot Tables, Process Improvement, Python Programming/Scripting Language, Regulatory Reports, Reporting Dashboards, Risk Analysis, SQL (Structured Query Language), Scorecarding, Service Delivery, Trend Analysis, Voice Response Systems, Workforce Management
LOCATION
Allentown, PA
POSTED
30+ days ago

Call Center Analyst (Hybrid | Up to $62/hr)

Allentown, PA
Long-Term Temporary Opportunity
$40/hr – $62/hr (based on experience)
Hybrid Schedule: In-office Tuesday, Wednesday, Thursday

 

 

About the Role

We’re looking for a Call Center Analyst to support a high-performing customer service team within a regulated utility environment. In this role, you’ll turn operational data into meaningful insights that drive performance, improve customer experience, and support critical business decisions.

This is a great opportunity for someone who enjoys digging into data, building reports, and collaborating across teams to make a real impact.

 

 

What You’ll Do

  • Analyze customer service data such as call volume, handle time, service levels, backlog, billing accuracy, and customer satisfaction

  • Build and maintain dashboards, scorecards, and recurring reports for leadership and operations teams

  • Monitor KPIs tied to performance, efficiency, and compliance

  • Identify trends, risks, and root causes affecting service delivery

  • Partner with stakeholders to translate business needs into actionable analytics

  • Perform ad hoc analysis to support operations and continuous improvement initiatives

  • Ensure data accuracy, consistency, and clear documentation

  • Support regulatory reporting and audit readiness efforts

 

 

What We’re Looking For

  • Bachelor’s degree in Business, Analytics, Finance, Information Systems, or related field

  • 3+ years of experience in business operations, customer analytics, or similar role

  • Strong analytical and problem-solving skills

  • Experience with Power BI (Desktop & Report Builder)

  • Proficiency in SQL for data querying and validation

  • Advanced Excel skills (pivot tables, formulas, data analysis)

  • Experience working with KPIs and performance metrics

  • Ability to maintain and enhance reports and dashboards

  • Strong communication skills with both technical and non-technical audiences

  • Experience collaborating across teams

 

 

Nice to Have

  • Experience in utilities, energy, or large customer service environments

  • Familiarity with systems like CRM, CIS, IVR, or workforce management tools

  • Exposure to call center analytics, billing operations, or customer experience analytics

  • Experience with regulatory or audit reporting

  • Working knowledge of Python for analytics or automation

  • Experience with Databricks or Snowflake

  • Familiarity with Microsoft Power Platform (Power Automate, Power Apps)

 

 

Key Traits for Success

  • Detail-oriented with a strong focus on data accuracy

  • Customer-focused mindset

  • Ability to manage priorities in a fast-paced, regulated environment

  • Comfortable enhancing and evolving existing reports and data models

About the Company

H

HTSS, Inc.

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