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
Were looking for a Call Center Analyst to support a high-performing customer service team within a regulated utility environment. In this role, youll 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 Youll 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 Were Looking For
Bachelors 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