Overview
Remote
On Site
$25 - $34 hourly
Contract - W2
Contract - Temp
Skills
Management
Business Operations
Telephony
Reporting
Leadership
Project Management
Performance Management
Preventive Maintenance
Interactive Voice Response
Call-recording
Communication
Collaboration
High Availability
Cloud Computing
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Contact Center Analyst in East Providence, RI.
Summary:
We're seeking a Contact Center Analyst to join a dynamic team supporting multiple enterprise contact centers. This role is critical in managing technical incidents, escalating system issues, and ensuring timely resolution of disruptions that impact business operations. The Analyst will work closely with internal teams and external service providers to support telephony systems and core desktop applications used across various contact centers.
In addition to incident triage and escalation, the Analyst will contribute to reporting efforts, preparing impact assessments and summaries for senior leadership. Building strong relationships with business stakeholders, agents, and technology partners is a key part of this role.
Schedule & Coverage:
Monday - 9:00 AM-5:30 PM
Tuesday - OFF
Wednesday - 9:00 AM-5:30 PM
Thursday - 9:00 AM-5:30 PM
Friday - 9:00 AM-5:30 PM
Saturday - 12:00 PM to Close
Sunday - OFF
Candidates must be available to cover at least one weekend day or night shift. Weekday shifts vary, with start times between 12:30PM-8:00 PM. Standard shifts are 9 hours, including a 1-hour lunch. Team coverage spans 8:00 AM to 8:00 PM, 365 days a year. Occasional overtime may be required, particularly for after-hours initiatives (approx. 5 hours/week).
REQUIREMENTS:
* 2+ years of experience supporting contact center environments
* Proven experience in incident triage, escalation, and resolution
* Strong understanding of contact center technologies (e.g., phones, IVRs, call recording)
* Excellent communication and collaboration skills
Preferred Qualifications:
* Experience working in a high-availability support environment
* Familiarity with on-prem and cloud-based contact center tools
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 Contact Center Analyst in East Providence, RI.
Summary:
We're seeking a Contact Center Analyst to join a dynamic team supporting multiple enterprise contact centers. This role is critical in managing technical incidents, escalating system issues, and ensuring timely resolution of disruptions that impact business operations. The Analyst will work closely with internal teams and external service providers to support telephony systems and core desktop applications used across various contact centers.
In addition to incident triage and escalation, the Analyst will contribute to reporting efforts, preparing impact assessments and summaries for senior leadership. Building strong relationships with business stakeholders, agents, and technology partners is a key part of this role.
Schedule & Coverage:
Monday - 9:00 AM-5:30 PM
Tuesday - OFF
Wednesday - 9:00 AM-5:30 PM
Thursday - 9:00 AM-5:30 PM
Friday - 9:00 AM-5:30 PM
Saturday - 12:00 PM to Close
Sunday - OFF
Candidates must be available to cover at least one weekend day or night shift. Weekday shifts vary, with start times between 12:30PM-8:00 PM. Standard shifts are 9 hours, including a 1-hour lunch. Team coverage spans 8:00 AM to 8:00 PM, 365 days a year. Occasional overtime may be required, particularly for after-hours initiatives (approx. 5 hours/week).
REQUIREMENTS:
* 2+ years of experience supporting contact center environments
* Proven experience in incident triage, escalation, and resolution
* Strong understanding of contact center technologies (e.g., phones, IVRs, call recording)
* Excellent communication and collaboration skills
Preferred Qualifications:
* Experience working in a high-availability support environment
* Familiarity with on-prem and cloud-based contact center tools
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.