Associate Governmental Program Analyst
CurrentThe Associate Governmental Program Analyst operating as the Senior Contact Center Analyst responds to customer contacts received through multiple channels. The Senior Contact Center Analyst supports service level demands by resolving more complex issues, mentoring and supporting Contact Center Agents and Analysts, and building and maintaining expert-level business and procedural knowledge. The Senior Contact Center Analyst manages multi-channel workloads and routinely transitions between channels and skill queues as needed to ensure optimal productivity and maximum customer satisfaction.