Contact Center Insights and Data Analyst
Job description
Purpose of the Job
The Contact Center Insights and Data Analyst role requires an analytical and technically skilled individual to lead our contact center analytics and data mining efforts within our Contact Center. This position will be responsible for developing metrics and reporting, understanding and managing data structure, strategic analysis, and rigorous deep dives to inform business decisions. In addition to developing and delivering agent, team, and site-level dashboards, the Analyst will also work with business teams to surface member insights. The Analyst will work cross-functionally with key stakeholders in corporate data analytics, contact center operations, member success and loyalty, deposit and credit administration, finance, and various project teams, to drive process improvement and track progress against goals. This role requires an individual with excellent analytical abilities, outstanding business acumen, and comfort with contact center metrics and systems. The successful candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, and able to work in a fast-paced and ever-changing contact center environment.
Essential Functions and Responsibilities
- Performs exploratory data analysis on data to understand, clean, and prepare data for statistical modeling
- Interfaces with cross-functional teams to gather relevant information/data for analysis
- Builds dashboards using visualization tools to deliver insights/results to the leadership team
- Builds forecast models and other multivariate models using classical and machine learning techniques to add value to the business
- Presents solutions of complex models to key stakeholders and leadership team for adoption
- Manages the delivery of timely, accurate reporting and dashboards on a daily/weekly/quarterly and annual basis
- Drives standard business reporting processes, including weekly/quarterly business reviews, and annual goal reviews
- Accountable for generating key business insights required to deliver against core input/output metric goals
- Creates KPI dashboards at the agent, team and site level, ensuring data is presented in an easily understandable manner for performance management
- Completes analysis (regression, correlation, etc.) to determine contributing factors to KPI results, providing insights into mitigation of metrics outside of optimal operating thresholds
- Proactively seeks to identify areas of opportunity for process improvement and provide solutions based on a broad and deep knowledge of data resources, industry best-practices and ROI
- Provides ad hoc reporting as needed to support program launches and employee engagement initiatives
- Leads and/or supports execution of new projects required to support strategic initiatives, efficiencies, quality initiatives and ongoing process improvement
- Provides crucial member feedback and insights to our senior management team when necessary
Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
- Provides site leadership when necessary
Knowledge, Skills, and Abilities
- Must have a strong background in Statistical Modeling
- Must have experience in data analysis, business process modeling, and process improvement consulting. Especially skilled at analyzing complex problems, identifying and researching feasible solutions, and effectively influencing decision makers.
- Experience in Supply and Demand Modeling, Call Center Operations, Business Process Re-engineering, Productivity Improvement, Resource Optimization, Consulting, Project Management
- Power User of MS Excel/ Excel Power Query/PowerPoint
- Experienced user of Power BI/Tableau or similar tools
- Experience with Genesys ICBM, Cognos or comparable reporting tools
- Must be able to work under pressure in a fast-paced, time sensitive environment and prioritize tasks as needed to ensure needs are met
- Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
- Must have excellent communication skills in English, both verbal and written
- Must be detail oriented, well organized, and flexible with the capability to work with minimum supervision while handling multiple or competing priorities
- Must be able to work in a general office environment
- Should possess a strong commitment to providing excellent service to Truliant’s members
- Ability to assess issues, make quick decisions, implement solutions, and influence change.
- Ability to lead during times of ambiguity and change
- Analytical mindset and detail oriented with the ability to prioritize, execute and deliver projects on time
- Strong desire and ability to creatively solve problems and ability to self-prioritize multiple tasks
- Ability to present results of analyses and recommendations to senior leaders.
Physical Requirements
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to use a telephone and wear a phone audio headset
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Education and Experience
- 3-5 years of data analytics and data mining experience required
- 3-5 years of capacity planning and data modeling experience within a contact center preferred
- Previous experience in the financial industry preferred
- College degree along with relevant experience preferred
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