SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 28.85 - 38.46 / hourly
GoodLeap is a technology company providing financing and software solutions for sustainable home improvements, including solar, batteries, HVAC, heat pumps, roofing, and windows. The company has financed over $30 billion in sustainable solutions since 2018 and serves thousands of professionals and over 1 million homeowners.
The Contact Center Analyst manages day-to-day technology operations for GoodLeap's contact center. This role involves real-time monitoring of multiple campaigns using ACD, dialer, and workforce management (WFM) platforms to track service levels, adherence, and performance against daily goals. The analyst proactively identifies staffing gaps, queue backups, and performance shortfalls, then takes immediate corrective action by reallocating agents between campaigns and queues to balance workload and achieve service level agreements (SLAs) and productivity targets.
Key responsibilities include building, maintaining, and distributing daily, weekly, and monthly reports on campaign performance, agent productivity, adherence, and key contact center metrics. The analyst analyzes performance data to identify trends, root causes of shortfalls, and improvement opportunities, then summarizes findings for management. This includes preparing and presenting daily performance summaries and dashboards to contact center leadership and partnering with team leads, supervisors, and operations managers to communicate real-time issues and staffing adjustments.
The role also involves supporting forecasting, scheduling, and intraday management processes with the Workforce Management team, maintaining documentation of campaign configurations and standard operating procedures, and administering contact center technology platforms. The analyst troubleshoots day-to-day issues with ACD, dialer, IVR, WFM, and reporting tools to ensure system uptime and accurate data capture, escalating technical or system issues to IT or vendor support as needed.
The ideal candidate is detail-oriented, comfortable in a fast-paced environment, and able to translate real-time data into quick, sound operational decisions.
Requirements:
• 1–3 years of experience in a contact center environment, with exposure to real-time monitoring, workforce management, or operations/reporting analysis
• Working knowledge of contact center technology platforms (ACD, dialer, IVR, WFM systems such as NICE, Verint, Genesys, or similar)
• Strong Microsoft Excel skills, including building and maintaining reports and dashboards; familiarity with Power BI or similar BI tools is a plus
• Strong analytical skills with the ability to translate data into clear, actionable insights
• Excellent attention to detail and ability to manage competing priorities in a fast-paced, metrics-driven environment
• Strong written and verbal communication skills
• Ability to make quick, sound decisions under pressure with minimal supervision
