Call Analyst Level 2 - Nashville, TN

Essential Duties and Responsibilities:
- Work on assignments that are moderately difficult, requiring judgement in resolving issues.

- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls and/or correspondence, and greeting guests.

- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.

- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

Key Responsibilities:

- Serve as the first point of contact for inbound and outbound calls, providing courteous, accurate, and professional support to all callers.

- Respond to inquiries by following established scripts, protocols, and standard operating procedures.

- Analyze caller needs to determine the appropriate response, resolution, or escalation path.

- Document call details accurately in the designated systems, ensuring data integrity and compliance with program requirements.

- Provide clear and consistent information while maintaining confidentiality and adherence to privacy policies.

- Resolve routine inquiries independently and escalate complex or sensitive issues according to guidelines.

- Meet or exceed quality, productivity, and adherence metrics as defined by the program.

- Maintain professionalism and composure in high volume or high pressure environments.

- Stay current on program updates, policy changes, and procedural enhancements through ongoing training.

Qualifications & Experience:

- 3 - 5 years of prior call center or contact center experience.

- Advanced working knowledge of call center systems and commonly used computer applications, with the ability to manage multiple systems in a fast paced environment.

- Demonstrated experience performing under pressure, handling demanding situations while remaining calm, patient, and professional.

- Proven ability to maintain high levels of accuracy and attention to detail across all tasks.

- Strong written English skills, with the ability to accurately input, update, and record service user information.

- Ability to work independently, showing initiative and sound decision making skills.

- Experience managing multiple tasks simultaneously, meeting deadlines while maintaining quality standards.

- Comfortable working in a fast paced, metrics driven environment.

- Active listening and clear communication to understand caller needs and deliver accurate information.

- Conflict resolution and de escalation skills when managing difficult or high stress interactions.

Minimum Requirements

- High School diploma or equivalent required with 2-4 years of experience.
- May have additional training or education in area of specialization.

- Must be a US Citizen

- Ability to work onsite in Nashville, TN required.

- The center operates 24/7; therefore, candidates must be able to work an 8-10 hour shift during any ...