Job Description

Job Description

Call Center Performance Analyst

Only Chicagoland Candidates will be considered.

About Montway

Montway Auto Transport is one of the leaders in the U.S. Auto Transport industry. Recently recognized by Inc. Magazine as one of the top 5000 fastest-growing businesses nationwide and earned the ‘Great Place to Work” certification, Montway leverages innovative logistics solutions and personalized customer service to provide fast and reliable consumer experiences. Montway has safely shipped +1,500,000 vehicles and strives to deliver a 5-star experience with peace-of-mind transport. We’re looking for forward-thinking individuals who enjoy working in fast-paced, collaborative environments.

We are seeking a Call Center Operations Performance Analyst to join our growing Customer Experience team. This role is ideal for someone who thrives in a data-driven environment and is passionate about improving performance and optimizing customer interactions.

About the Role

As a Call Center Operations Performance Analyst, you will serve as a strategic partner to leadership, using insights to drive operational efficiency, enhance agent performance, and improve customer satisfaction. You will gather and interpret data from multiple sources to evaluate KPIs, develop reports, and identify improvement opportunities across both internal and outsourced call center operations.

Key Responsibilities

• Data Collection & Analysis : Aggregate and analyze data from call recordings, customer interactions, operational reports, and agent performance metrics.
• Performance Monitoring : Track and report on KPIs including call volume, average handle time, customer satisfaction (CSAT / NPS), first-call resolution, quality assurance scores, and agent productivity.
• Customer Experience Optimization : Analyze trends in customer feedback to inform strategies that reduce agent effort and enhance overall service.
• Reporting & Communication : Prepare clear, actionable reports and presentations to guide operational decisions. Communicate findings to leadership and cross-functional stakeholders.
• Vendor & Internal Collaboration : Partner with both internal teams and external third-party partners to identify performance gaps and implement improvements.
• Technology & Tools : Leverage tools such as Tableau, Power BI, Salesforce, or other platforms (Dialpad) to build dashboards and support real-time performance tracking.

Qualifications

• 3–5 years of experience in call center performance analysis or customer operations analytics
• Strong analytical mindset with a keen ability to interpret data and develop actionable insights
• Hands-on experience with data visualization and reporting tools (e.g., Tableau, Power BI, Salesforce, Google Sheets)
• Deep understanding of call center operations, including routing, queue management, KPIs, and service best practices
• Excellent communication skills, both verbal and written, with the ability to translate data into strategic insights
• Strong collaboration skills with a track record of working cross-functionally across operations, support, and vendor management teams

What We Offer

• Competitive compensation aligned with market and performance
• Comprehensive health, dental, and vision insurance
• Company-paid life insurance
• 401(k) with matching
• Paid time off, including vacation, sick days, and company holidays
• Opportunities for career development and internal advancement
• A collaborative, team-oriented culture that values innovation and efficiency
• Hybrid Model (3 Days in office)

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