Customer Contact Analytics Associate

| Posted On: Oct 23, 2025

location: Newark, NJ 07101

12 Months, Contract

Hybrid Remote

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

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Psychiatric condition, for example, bipolar disorder, schizophrenia,
PTSD, or major depression

Job Summary

Job Title:: Customer Contact Analytics Associate
Posted Date:: Oct 23, 2025
Duration:: 12 Months, Contract
Shift(s):: 08:00 - 16:30 EST
Salary ($):: 20.00 - 21.00 per Hourly (compensation based on experience and qualifications)
: We care about you! Explore Rangam’s benefits information

Talk to our Recruiter

Name:: Priya Singh
Email:: priya@rangam.com
Phone:: 551-345-0196

Description

Location: Hybrid – Newark, NJ (1 day/week onsite, 4 days WFH)

Schedule: Monday – Friday, 6:00 AM – 2:30 PM

Training: First 1–2 weeks onsite (8:00 AM – 4:30 PM)

Job Overview

The Customer Contact Analytics Associate will support the Quality or Workforce Management team by handling reporting, analytics, and operational tasks. This includes managing data, supporting call center processes, and helping improve overall performance and efficiency.

Key Responsibilities

Support daily, weekly, and monthly reporting and forecasting.
Extract, monitor, and analyze call center data to track performance and accuracy.
Use NICE Workforce Management tools to optimize operations and employee performance.
Assist in scheduling CSR shifts and integrating training, meetings, and development time.
Support After Call Survey, Gas Emergency Analysis, and CSR extension maintenance.
Manage PTO call-out line and other attendance-related communications.
Ensure clear and professional phone and email communication.

Required Skills & Experience

2–3 years of experience in a call center or analytics environment.
Strong analytical skills and attention to detail.
Proficiency in Microsoft Excel, Word, Outlook (Access and PowerPoint a plus).
Excellent communication and organizational skills.
Understanding of call center operations.
Strong customer service orientation.

Preferred Qualifications

Bachelor’s degree (or equivalent experience).
Experience with SAP/CRM systems.
Workforce Management exposure.
Lean Six Sigma or QA/QC experience.
Ability to lead small process or project teams.

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