Vacancy expired!
- Perform analysis of contact center data to provide insight into overall performance including employee performance, forecasting, KPIs, and other data relative to contact center performance.
- Analyze data to identify trends, outline causes and reasons for trends, and recommend actions to improve.
- Create test plans for data experiments. Maintain test/control groups for accurate reporting.
- Create and maintain dashboard reporting/visualizations of KPIs.
- Perform deep dives into data and processes to recommend operational improvements.
- Partner with contact center leadership to understand business needs and provide support to achieve established goals.
- Engage and coordinate leadership team in discussions to identify and implement improvement measures. Work closely with leadership to identify hot spots and take appropriate actions to minimize any impacts.
- Proactively work with various departments to recommend efficiencies and affect change.
- Produce ad hoc reports and analysis as required to support business needs.
- Bachelor s degree or additional equivalent experience
- A minimum of 2 years of relevant analytical experience
- Experience with Tableau or similar visualization tools
- Five (5) years of years of relevant analytical experience
- Proficiency with Coding languages (SQL, SAS, R, Python are desirable)
- Experience within a finance, retail, or a call center analytical environment
- Experience with statistical analysis software
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.
- Strong communication, interpersonal and presentation skills.
- Ability to present detailed information effectively to groups and individuals.
- Self-motivating and multi-task oriented.
- Excellent oral and written communication skills.
Vacancy expired!