Call Center Analyst - Rentokil in Wyomissing, PA at Rentokil North America

Date Posted: 3/27/2018

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Job Description:  Call Center Analyst
Job Details
Call Center Analyst
Work Level/Grade:
Work Level 2 / Grade 8
Reports to:
Workforce Manager
Created Date:
October 2017
Purpose of Position
Maintains call center performance by determining business requirements, developing business applications and human resources, monitoring and improving performance.  
Primary or Key Responsibilities
Candidates must have the primary skills, responsibilities, and experience to be considered for the position.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
  • Analyze call center volume, productivity and patterns to ensure staffing levels are optimized.
  • Design and maintain schedules on a daily, weekly, monthly interval basis based on Service Level Agreements (SLA) and abandonment rate objectives.
  • Develop and maintain sophisticated forecasting models, extract data from multiple systems and complete adhoc reporting and communicate situational information to department management.
  • Analyze data and develop written reports and summaries for internal and external sources.
  • Manage Key Performance Indicators (KPI) related service levels, average hold times, training completion and other metrics.
  • Work with department management to develop and implement call monitoring scorecard with use of KPI's.
  • Ensure that interval level performance achieved across all business days and operational hours.
  • Provide feedback to department management regarding agent performance through use of scorecard and call monitoring observation.
  • Train team leaders on reporting tools and metrics.
  • Open tickets via Eloyalty Service Now system for issue resolution and follow up to ensure concern is being handled.
  • Work one on one with Eloyalty/Calibrio to resolve issues and conduct testing of changes to the system.
  • Troubleshoot issues with equipment/software and escalate to service desk/Eloyalty if necessary.
  • Attend regular weekly meetings with Eloyalty to discuss open issues and upcoming changes/enhancements to the system.
  • Use MARA to license new users and also remove licenses from termed coworkers linking of new users to the Rentokil active directory using the same software.
  • Create and update evaluation forms in MARA.
  • On-board and train new locations.
  • Assure new users are set up in the system prior to go live date and conduct testing of their account prior to their training.
  • Reset phone pins and voice-mail passwords if needed.
  • Identify trends of implemented solutions to determine the expected financial impacts of changes and identify any unexpected changes both positive and negative.
  • Manually pull and manipulate data export information from various mediums to feed to management.
  • Perform system and application analysis to identify contact channel trends, validate accuracy and provide opportunities for improvement.
  • Strict attention to detail and deliver high quality results in a deadline driven environment.
  • Knowledge of developing and implementing process improvement.
  • Successful in applying analytical skills and project management methodologies and practices.
  • Maintain confidentiality of sensitive employee, customer and company data without exception.
  • Deliver Results
o   Have the ambition to achieve goals/objectives and the discipline, organization and perseverance to deliver outstanding customer service.
o   Focus on delivering what’s required.
o   Establish SMART objectives for self and others.
o   Be enthusiastic and works with energy to achieve company standards and goals.
o   Monitor progress of objectives and take action to ensure delivery to agreed timescales.
o   Plan, organize and prioritize workload effectively.
  • Act Commercially
o   Able to gather and make sense of large amounts of information and apply it to make business and customer-focused decisions.
o   Use business thinking to make decisions.
o   Use experience to solve current problems.
o   Use a straightforward and practical approach to handling business issues.
o   Understand how own actions impact on costs and finds the most cost effective solution to meet needs.
  • Manage Self
o   Manage emotions to remain calm, focused and optimistic while dealing with a constant stream of demands.
o   Be aware of own feelings.
o   Manage own feelings to remain clear and focused.
o   Have positive expectations that things will work out.
o   Be aware of own development needs and takes steps to improve these.
o   Know how to take care of self to be at one’s best.
  • Coach and Develop
o   Encourage the long-term development of others to build capability.
o   Give practical support.
o   Train team members by giving directions or demonstrations.
o   Give practical support or assistance to make job easier for the other individual.
o   Ask questions, devise tests, or use other methods to ensure that others have understood.
o   Give support to others and praise more than criticizes.
o   Recognize success.
  • Work with Others
o   Build relationships and collaborate with others (e.g. customers, colleagues, partners & suppliers) to achieve our mission.
o   Be a team player.
o   Offer help and advice when asked.
o   Be supportive and/or positive of other members of team.
o   Share information knowledge and experience freely within own team and with other departments / business units.
o   Commit to team decisions.
  • Display Leadership
o   Inspire others to achieve the company’s objectives and to hold them accountable for high standards of performance.
o   Communicate expectations and direction.
o   Give clear directions – ensuring communications are clear and simple.
o   Communicate objectives and share helpful information with the team/individuals.
o   Listen to individuals and includes their ideas in decisions made.
o   Conduct regular team meetings to share information and listen to ideas and concerns.
o   Adapt style to suit customers and colleagues.
Degree/Diploma Obtained
Program of Study
High School Diploma or Equivalent
Years of Experience
                Type of Experience
2-3 years

2-3 years
High volume contact center environment

Cisco Unified Contact Center, developing and building dashboards and reports

  • Experience with call center metrics including: service levels, cost per contact, customer satisfaction, average time handle, call abandonment active/waiting calls, agent performance, call center status, call resolution, adherence, talk times and sales per hour metrics. Strong analytical, organization, prioritizing and time management.
  • Experience with dashboards.
  • Experience in basic accounting principles.

Certifications & Licensures
   No licenses/certificates are required for this position.  
Working Conditions
This is a full-time position.  The Call Center Analyst will report to an office.
Work Schedule: This job tends to have regular office hours but may have extended hours due to time-sensitive sales deadlines and time frames.  Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.
Physical Requirements:






Reaching – with Arms and Hands





    Equipment Use:  

Desk Computer/Laptop


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Description Acknowledgement
☐ I have read and understand the functions and requirements of this position. I understand that this is not to be considered as an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional duties for this position.  I have read the essential functions for this position and can perform the essential functions with or without reasonable accommodation.  
I have discussed any questions or concerns I may have had about this job description prior to signing this form.

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Additional Information We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability
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