Call Center Data Analyst
Role summary
The Data Analyst will support USDA Rural Development loan servicing call center operations by analyzing key performance metrics such as AHT, FCR, and CSAT. This role involves identifying trends, building reports and dashboards using tools like Excel, Power BI, and Tableau, and extracting data with SQL. The analyst will partner with various teams to improve performance, support forecasting, and conduct root cause analysis on customer experience issues, presenting findings to leadership. Experience with call center systems and strong analytical and communication skills are essential for this high-impact, long-term contract role.
Position Overview
The Data Analyst supports program execution and operational delivery for USDA Rural Development loan servicing call center operations. This role serves as a key liaison between staff, program leadership, and government stakeholders while ensuring performance, quality, and compliance across assigned functional areas.
Min Qualifications:
- 5+ years of overall experience
- Bachelors Degree
- US Cit or Perm Resident
- USDA MBI background check required
Key Responsibilities
- Analyze call center performance metrics such as: AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), ASA, Service Levels, and Occupancy
- Identify trends and performance gaps using large datasets
- Build dashboards and reports using Excel, Power BI, Tableau, or similar tools
- Use SQL to extract and analyze data
- Partner with Operations, Workforce Management, and QA teams to improve performance
- Support call forecasting and staffing models
- Perform root cause analysis on customer experience issues
- Present data insights and recommendations to leadership
- Ensure accuracy and consistency across reporting
What You Bring
- Experience in call center analytics, reporting, or workforce data analysis
- Strong knowledge of call center KPIs (AHT, FCR, CSAT, etc.)
- Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, formulas, charts)
- Experience with Power BI, Tableau, or Qlik
- Hands-on experience with SQL
- Ability to analyze large datasets and identify actionable insights
- Strong communication skills – able to explain data to non-technical teams
- Experience working with CRM or call center systems (Cisco, Genesys, etc.)
- Detail-oriented with strong problem-solving skills
Nice to Have (Not Required)
- Experience in loan servicing, mortgage operations, or financial services
- Experience supporting government or federal contracts
- Knowledge of workforce management or call forecasting tools
- Background in customer experience analytics
Why This Role?
- High-impact role supporting a large-scale federal program
- Opportunity to work with leadership and influence operations
- Stable, long-term contract environment
- Competitive compensation + benefits
Pay: $85,600.00 - $93,500.00 per year
Work Location: In person