What are the responsibilities and job description for the Revenue Source Analyst position at Broadway Support Services?
About Us
Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
Overview
We are seeking a detail-oriented and analytical Call Center Analyst to join our team. The primary responsibility of this role is to analyze call center data and provide insights to optimize call center performance. The ideal candidate will possess strong analytical skills, a deep understanding of call center operations, and the ability to provide real-time feedback to improve efficiency and effectiveness.
Responsibilities
- Collaborate with call center managers and supervisors to develop staffing schedules that meet projected demand while optimizing resource utilization.
- Monitor call center performance metrics in near “real-time” and identify areas for improvement.
- Act swiftly to address dialing issues, lead penetration, and lead volume by source discrepancies.
- Work closely with IT and operations teams to implement and maintain call center technologies and tools.
- Monitor call center performance in real-time, identifying areas of improvement and taking proactive measures to address issues that may impact performance goals and objectives.
- Act in real-time to identify and address dialing issues that may affect call center operations, such as system errors, connectivity issues, or technical glitches.
- Analyze lead penetration rates to identify opportunities for improvement in sales or service conversion rates, providing actionable insights to optimize lead management strategies.
- Evaluate lead volume by different sources (e.g., marketing campaigns, referrals, website inquiries) to determine the effectiveness of each source and optimize resource allocation accordingly.
Qualifications
- Experience with call center technology platforms (e.g., IVR systems, CRM software).
- Familiarity with industry-standard call center metrics and KPIs.
- Familiarity with call routing and queuing strategies.
- Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Knowledge of statistics and advanced excel skills is a non-negotiable
- Experience with forecasting models a plus
- Knowledge of chatbot and virtual assistant technologies a plus
- Familiarity with speech analytics software a plus
Benefits
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Law Benefits
- Private insurance
- Meal Sudsidy
- Referral Program
- Transportation (Starting at 4:00 PM)
- Massive Growth Opportunities
- Continuous development
- Privileged location (City Center)
- Great Work Environment
