Call Center Analysts Job Description

This is a full-time contract position for a bilingual (fluent in Spanish and English) Call Center Analyst. The role requires Security Personal Identity Verification (PIV) clearance. The primary responsibilities include managing a high volume of inbound and outbound calls and emails in a timely manner, conducting address research, locating client information, and maintaining a comprehensive record of all conversations in the call center database. The working hours are Monday through Friday from 8:30 AM to 5:00 PM EST, excluding Federal holidays.

Minimum Requirements:

- At least 2 years of professional experience in a Customer Service/Call Center environment.

- Ability to handle both outbound and inbound calls proficiently.

- Fluency in both Spanish and English (reading, writing, and speaking).

- Strong oral and written communication skills.

- Proficient and professional telephone etiquette.

- Capability to respond to client inquiries and follow up on customer calls.

- Ability to identify and escalate priority issues.

- Proficiency in Microsoft and Adobe software.

- Successful completion of a background check/government clearance.

- Extensive experience in a high-volume call center environment.

- High school diploma or higher.

- Basic experience in skip trace.

- Experience using a soft phone.