Skills
- Data Analyst
- Data Analysis
- Operation Analyst
- Contact Center
- Customer Center
- Data Visualization
- Data Reports
- Dashboard
- Project Management
- Business Intelligence
Job Description
Responsibilities:
- Oversee development of primary operations reports, dashboards, and data visualizations as well as ad-hoc reports on a variety of Key Performance Indicators (KPIs) and Contact Center metrics.
- Analyzing data to identify trends, issues, and opportunities, and developing recommendations for improvement.
- Oversee reporting and analysis responsibilities for assigned areas of integrated Contact Center software solution including WFM forecasting and scheduling, quality monitoring, speech analytics, customer feedback, DPA and more.
- Participate in the design and implementation of new performance standards (as required).
- Demonstrate expert understanding in applying best contact center reporting practices.
- Evaluate and monitor customer contact drivers and report to contact center leadership.
- Collaborate with Contact Center leadership on reporting and dashboards requirements to drive meaningful performance data insights.
- Use KPI data to compile and track performance for all organizational levels within the contact center hierarchy (down to individual agent level reports).
- Collaborate with the Contact Center Leadership and Training partners to evaluate current and ongoing training needs based on quality monitoring data.
- Participate in requirements gathering and application design discussions, UAT testing for various contact center applications whenever necessary.
- Participate in Agile scrum ceremonies to provide updates/input as required.
Requirement:
- Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization.
- Extensive data analysis experience required (5 years +).
- Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
- Knowledge and experience with Agile project management methodologies
- Experience with project management tool (i.e – Agility, Jira, Microsoft Project, etc.)
- Extensive understanding of industry standards for NPS, CSAT, FCR, and customer survey data.
- Extensive experience with multiple analytics and business intelligence tools (i.e. – Excel, Power BI, Power Query, VBA and Macros, Access, Tableau, MicroStrategy Visual Insight, etc.)
- Comprehensive knowledge and experience with call center metrics and best practices.
- Extensive knowledge of call center technologies (IVR, ACD, SVC/CBA, WFM, etc)
- Intermediate understanding of SQL required and SSRS preferred.
- ADVANCED Verint WFO experience strongly preferred. (other WFM acceptable i.e NICE, Genesys, etc).
- Understanding of dashboard and visualization best practices.
- Bachelor’s Degree preferred or equivalent work experience
- 5 years of Contact Center experience required