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Posted in
Consulting
Job Code
1531229
Responsibilities:
- Guide the analytics team focusing on contact center performance to enhance quality and efficiency.
- Produce client-required reports and quarterly business reviews (QBR)/performance reporting.
- Gather, analyze, and interpret contact center data and operational processes to identify improvement opportunities.
- Provide data-driven intelligence to key stakeholders across the business.
- Conduct analysis and routine KPI reporting to support business operations.
- Prepare and present clear and concise reports to management.
- Develop and maintain various report types, including tabular, drill-down, matrix, charts, and dashboards for internal and external audiences.
- Test and validate reports/dashboards to ensure accuracy and quality.
- Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives.
- Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements.
- Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities.
- Perform correlation analyses and R2 testing to identify relationships and trends within datasets.
- Act as a subject matter expert in your area.
- Lead the work of lower-level employees, including coaching, reviewing, and delegating work items.
- May assist with other personnel activities such as performance appraisals and training.
- Cultivate strong working relationships and build trust among team members.
- Collaborate and coordinate analytic efforts with the larger community at the organization.
Qualifications:
- Master's/Bachelor's degree in any related field preferred.
- 4+ years of business intelligence/data analysis & management experience.
- Contact center analytics experience is highly desired.
- 4+ years of advanced Excel experience.
- Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.
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Posted By
16
JOB VIEWS
10
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
Consulting
Job Code
1531229
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