Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

We are seeking a detail-oriented and analytical Call Center Analyst to join our team. The primary responsibility of this role is to analyze call center data and provide insights to optimize call center performance. The ideal candidate will possess strong analytical skills, a deep understanding of call center operations, and the ability to provide real-time feedback to improve efficiency and effectiveness.

• Collaborate with call center managers,  supervisors and RevOps to develop staffing strategies that meet projected demand while optimizing resource utilization.
• Monitor call center performance metrics in near “real-time” and identify areas for improvement.
• Work closely with IT and operations teams to implement and maintain call center technologies and tools.
• Analyze lead penetration rates to identify opportunities for improvement in sales or service conversion rates, providing actionable insights to optimize lead management strategies.
• Evaluate lead volume by different sources (e.g., marketing campaigns, referrals, website inquiries) to determine the effectiveness of each source and optimize resource allocation accordingly.
• Prepare and present detailed monthly and quarterly revenue analysis reports for senior management
• Collaborate with sales, WFM, Rev Ops teams to identify revenue growth opportunities.
• Create and maintain dashboards to track revenue metrics and variances and provide insights.

• Experience with call center technology platforms (e.g., IVR systems, CRM software).
• Familiarity with industry-standard call center metrics and KPIs.
• Strong analytical and problem-solving abilities with attention to detail.
• Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Experience with scenario modeling and sensitivity analysis.
• Demonstrated ability to build automated reporting systems.
• Advanced Excel skills are preferred.
• Familiarity with speech analytics software is a plus.
• Knowledge of Five9, Salesforce, and SQL technologies a plus.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Sudsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment