Vacancy expired!
- The Program Analyst shall be responsible to interpret call trends, provide reports, and analyze historical data.
- The Program Analyst shall identify, communicate and resolve risks.
- The Program Analyst shall identify and resolve issues to eliminate or mitigate the occurrence of consequences that may impact the success of the project.
- Bachelor's Degree and specialized experience providing data analysis for a multi-tier/level Call Center required.
- HDI Certification is preferred but not required.
- In addition to the education requirement the Program Analyst shall also have a minimum of five (5) years of experience examining and analyzing large quantities of data and providing statistical analysis/forecasting pertaining to data obtained through various platforms
- Call center metrics including the ability to draw correlations, identify root causes, and summarize results for stakeholders
- Conducting statistical analysis, identifying trends, and advising of potential changes to improve productivity
- Preparing, consolidating, and analyzing weekly, monthly, and quarterly reports
- Developing operational forecasts
- Ability to create pivot tables using Microsoft Excel
- Proficiency with using Tableau to create data visualization tools
- Ability to adapt to changing environments and to apply creative solutions to various challenges
- Ability to demonstrate analytical skills
- Ability to educate and inform senior management and staff on various alternatives
- Ability to manage multiple deliverables under extreme time constraints
- Ability to conduct comprehensive research and analysis
- Ability to consolidate data points from multiple applications into one resource
- Ability to create statistical modeling of call center data
Vacancy expired!