Overview
Remote
On Site
$29 - $33 hourly
Contract - W2
Contract - Temp
Skills
Attention To Detail
Business Operations
Presentations
Leadership
Incident Management
Telephony
Interactive Voice Response
Call-recording
Management
Communication
Collaboration
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a client that is seeking a Contact Center Analyst in East Providence, RI.
Summary:
We are looking for a detail-oriented professional to join our team supporting multiple contact centers. This role focuses on managing technical incidents, ensuring timely escalation, and driving resolution for issues impacting business operations. You will work closely with internal teams and external service providers to maintain the performance of telephony platforms and essential desktop applications used across our contact centers.
Key responsibilities include:
* Serving as the first point of triage for technical incidents and coordinating escalation when needed
* Monitoring and managing incident progress through to resolution
* Preparing impact reports and presenting findings to senior leadership
* Building strong relationships with business stakeholders, agents, and technology partners to ensure seamless support
REQUIREMENTS:
* Minimum of 2 years in a similar role
* Hands-on experience supporting contact center operations and incident management
* Knowledge of contact center technologies (telephony systems, IVRs, call recording tools, etc.)
* Strong ability to triage, escalate, and manage technical issues effectively
* Excellent communication and collaboration skills
Shift Details:
* Must be available for at least one weekend day or night shift
* Monday, Wednesday, and Friday (9-5:30pm)
* Saturday are alternative times
* One week: 9-5:30pm
* Following week: 12-8:30pm
* Off: Tuesday, Sunday
* Occasional overtime may be required for after-hours initiatives (approximately 5 hours per week)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a client that is seeking a Contact Center Analyst in East Providence, RI.
Summary:
We are looking for a detail-oriented professional to join our team supporting multiple contact centers. This role focuses on managing technical incidents, ensuring timely escalation, and driving resolution for issues impacting business operations. You will work closely with internal teams and external service providers to maintain the performance of telephony platforms and essential desktop applications used across our contact centers.
Key responsibilities include:
* Serving as the first point of triage for technical incidents and coordinating escalation when needed
* Monitoring and managing incident progress through to resolution
* Preparing impact reports and presenting findings to senior leadership
* Building strong relationships with business stakeholders, agents, and technology partners to ensure seamless support
REQUIREMENTS:
* Minimum of 2 years in a similar role
* Hands-on experience supporting contact center operations and incident management
* Knowledge of contact center technologies (telephony systems, IVRs, call recording tools, etc.)
* Strong ability to triage, escalate, and manage technical issues effectively
* Excellent communication and collaboration skills
Shift Details:
* Must be available for at least one weekend day or night shift
* Monday, Wednesday, and Friday (9-5:30pm)
* Saturday are alternative times
* One week: 9-5:30pm
* Following week: 12-8:30pm
* Off: Tuesday, Sunday
* Occasional overtime may be required for after-hours initiatives (approximately 5 hours per week)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.