Contact Center Business Analyst

About TopDog Law (TDL)

TopDog Law is a fast-growing, results-driven legal firm known for breaking the mold in legal marketing. With a team of passionate professionals and a bold, innovative approach, we’ve earned our reputation as one of America’s fastest-growing firms.

About the Role

We are looking for a Contact Center Business Analyst who will help optimize and scale our operations across inbound and outbound calls, chat, SMS, email, and social channels. This role is critical to driving operational excellence through both data-driven insights and process improvement initiatives.

You’ll not only identify opportunities through analytics but also lead projects to streamline workflows, improve performance, and enhance the customer and agent experience.

Key Responsibilities

• Analyze contact center performance across all channels and identify trends, gaps, and opportunities for improvement

• Develop and maintain dashboards, KPIs, and reporting tools to provide actionable insights to leadership and front-line teams

• Lead operational improvement initiatives using Lean/Six Sigma methodologies, including process mapping and optimization

• Collaborate cross-functionally with Workforce Management, Quality, Training, and Operations teams to drive change and execute improvement plans

• Manage the rollout and adoption of new processes, tools, and workflows, ensuring successful implementation and measurable outcomes

• Prepare executive-level reports and presentations on operational health, improvement initiatives, and business outcomes

• Partner with external vendors and internal IT teams to ensure data integrity, process alignment, and reporting accuracy

Qualifications

• 2-4 years of experience in a contact center analytics, workforce management, or operations improvement role

• Strong understanding of contact center KPIs, omnichannel operations, and workforce planning

• Hands-on experience with data visualization and reporting tools (Looker Studio preferred)

• Experience with CRM and call center platforms (e.g., Salesforce preferred, Amazon Connect preferred, Five9, Zendesk)

• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies (certification a plus)

• Strong analytical skills with the ability to drive action through data storytelling

• Excellent communication skills - able to clearly present complex findings and lead change across technical and non-technical teams

• Highly organized, detail-oriented, and proactive

• Bachelor's degree in Business, Operations, Analytics, Industrial Engineering, or a related field preferred

What We’re Looking For:

• Agile & Adaptable: Thrives in a dynamic environment with shifting priorities.

• Problem-Solver & Owner: Proactively tackles challenges and takes full ownership.

• Detail-Oriented & Thorough: Ensures accuracy in all tasks.

• Upbeat & Positive: Brings energy and enthusiasm to the team.

Preferred Skills & Experience:

• Bachelor's degree (preferred)

• Experience with Salesforce CRM

• Basic SQL knowledge

• BI tools (Looker Studio preferred)

• Agile project management tools

This is not a corporate project manager role - we need a hands-on, resourceful, and versatile team player who embraces change and gets things done. If you’re ready to make an impact at a fast-growing firm, apply now!

The pay range for this role is:

60,000 - 80,000 USD per year (Remote)