Contact Center Analyst

Location: West Roseville, California, United States; full-time onsite

Salary: $28.85–$38.46

Company

hirify.global is a technology company providing financing and software products for sustainable home-efficiency solutions, including solar, energy storage, HVAC, roofing, and windows.

What you will do

• Monitor multiple contact center campaigns in real time using ACD, dialer, IVR, and workforce management platforms.
• Identify staffing gaps, queue backups, service-level issues, and performance shortfalls, then take corrective action.
• Reallocate agents across campaigns and queues to balance workloads and meet SLAs and productivity targets.
• Build, maintain, and distribute daily, weekly, and monthly reports, dashboards, and performance summaries.
• Analyze trends and root causes, communicate findings to leadership, and coordinate staffing adjustments with operations managers and supervisors.
• Administer and troubleshoot contact center technology, escalating system issues to IT or vendor support.

Requirements

• 1–3 years of experience in a contact center environment is preferred, with exposure to real-time monitoring, workforce management, or operations reporting.
• Working knowledge of ACD, dialer, IVR, and WFM platforms such as NICE, Verint, Genesys, or similar systems.
• Strong Microsoft Excel skills for building and maintaining reports and dashboards.
• Strong analytical, written, and verbal communication skills, with the ability to turn data into actionable insights.
• Ability to manage competing priorities and make sound decisions under pressure with minimal supervision.

Nice to have

• Familiarity with Power BI or similar business intelligence tools.

Culture & Benefits

• Collaborative work environment involving team leads, supervisors, operations managers, IT, and vendor support.
• Work in a fast-paced, metrics-driven contact center operation.
• Reasonable accommodations are available for qualified applicants and employees with disabilities.