Contact tracer Jobs in Richardson, TX

Job Description

Job Description

Description : ABOUT US

At Member Care Insurance and Administrative Services, we value diversity and inclusiveness as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As Contact Center Analyst, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

JOB SUMMARY

The Contact Center Analyst plays a crucial role in analyzing and optimizing all omnichannel campaigns to improve performance, efficiency, and customer engagement. This position involves monitoring key metrics, ensuring compliance, and providingactionable insights to improve sales conversion, lead generation, and customer outreach strategies.Requirements :

Key Responsibilities :

• Performance Monitoring & Data Analysis :
• Track and analyze key contact center metrics, including dial-to-contact ratio, call abandonment rate, conversion rate, and average talk time.
• Evaluate the effectiveness of omnichannel campaigns and provide insights to enhance efficiency and customer engagement.
• Generate real-time, daily, weekly, and monthly performance reports to identify trends and areas for improvement.
• Leverage data analytics tools and CRM software to extract and interpret call center data.

2. Quality Assurance & Compliance :

3. Sales & Lead Generation Optimization :

4. Agent Coaching & Training Support :

5. Technology & Process Improvement :

Required Qualifications & Skills :

Work Environment :

NOTE :

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Member Care Insurance and Administrative Services provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state, or federal laws. Member Care Insurance and Administrative Services may obtain a 'consumer report' about you from a consumer reporting agency for employment purposes. A 'consumer report’ is a background screening report that may contain information regarding your criminal history, driving history, and information about you.