RESPONSIBILITIES

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable and understandable formats.
• Propagate techniques for answering basic report questions and conveying data definitions.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross functional dashboards for executives.
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
• Meet with Managers to identify their analytical needs for growing their departments.
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
• Report on current performance trends to Management and Executives.

Requirements

SKILLS AND EXPERIENCE

• Bachelor’s Degree in Business Analytics or related field.
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively