Junior Analyst - Call Center Operations

Job title: Junior Analyst - Call Center Operations in Cleveland, OH at Life Line Screening
Company: Life Line Screening
Job description: Junior Analyst – Call Center Operations
Location: Remote
Job Type: Full-Time
Department: Call Center Operations
About Us
At Life Line Screening, we are committed to delivering exceptional service and operational excellence across all facets of our call center. We believe in data-driven decision-making and are seeking a detail-oriented Junior Analyst to join our team and help drive insights that improve performance, efficiency, and customer satisfaction.
Job Summary
The Junior Analyst will support the call center leadership team by gathering, analyzing, and reporting on operational data. This role is ideal for someone early in their career who enjoys problem-solving, working with data, and collaborating with cross-functional teams to improve business outcomes.
Key Responsibilities

• Monitor daily call center performance metrics and generate regular reports for leadership.
• Assist in analyzing trends in call volume, agent performance, customer experience, and staffing.
• Support the creation of dashboards and data visualizations using tools such as Excel, Power BI, or Tableau.
• Conduct ad hoc analyses to identify operational improvement opportunities.
• Partner with Workforce Management and Quality teams to support strategic initiatives.
• Help maintain data integrity by validating reports and identifying inconsistencies or anomalies.
• Prepare presentations and summaries of key findings for both internal and external stakeholders.

Qualifications

• Bachelor’s degree in Business, Data Analytics, Mathematics, or related field (or equivalent experience).
• 1+ years of experience in an analytical, reporting, or operations support role (internships included).
• Strong Excel skills; experience with SQL, Power BI, or Tableau is a plus.
• Excellent attention to detail and a strong sense of curiosity.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced environment.
• Strong communication skills with the ability to present findings clearly and concisely.

Preferred Qualifications

• Experience in a call center or customer service environment.
• Familiarity with call center technologies such as Genesys, NICE, or similar platforms.

Why Join Us?

• Opportunity to grow within a data-driven and mission-focused organization
• Supportive team environment with ongoing learning and mentorship
• Competitive benefits and opportunities for advancement

Life Line Screening is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age disability, protected veteran status, or other characteristics protected by law. Life Line Screening will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background check and drug screen.
Expected salary:
Location: Cleveland, OH
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