Vacancy expired!
- Develops, reports, and analyzes multi-channel contact center and business metrics specific to monitor progress against targets and goals.
- Performs analysis to provide performance trending/opportunities of contact center and overall customer operations results on a daily, weekly, monthly, quarterly, year over year and ad hoc basis.
- Prepares monthly, semiannual, annual and ad-hoc regulatory reporting using customer operations data
- Prepares reports of findings for management to facilitate decision-making.
- Perform Contact Center vendor-specific resource utilization analysis and gap analyses
- Recommends, develops, and implements appropriate strategies, plans, tools and approaches to drive successful performance-based data analysis
- Partners with Call Center vendor management to develop and operationalize staff forecasting
- Balances operational efficiency and customer satisfaction to effectively staff environments that handle voice, email, chat, SMS, and other integrations or channels.
- Ensures system changes and requests are prioritized and addressed directly, or with vendor technical support.
- Attends various training sessions to stay current on trends, system capabilities, and releases.
- Performs other duties as assigned/required.
- Bachelor's Degree Finance or a related field preferred
- 5+ Years years of reporting or analysis experience required
- Ability to manage multiple projects simultaneously and communicate timelines effectively
- Advanced proficiency in standard software applications (e.g., Microsoft Word, Excel, Access, PowerPoint, Project, Power BI), specialized business technologies and applications (e.g. SAP planning, business modeling, voicea response unit, etc.) to retrieve and analyze data in support of business needs.
- Demonstrated ability to complete analytical data intensive projects, as well as the ability to clearly communicate the results to a broad spectrum of audiences
- Demonstrated ability to achieve process efficiency improvements using data analysis
- Design user friendly dashboards, scorecards, excel graphs, etc.
- Excellent written, verbal and presentation skills
- Excellent problem-solving skills and ability to effectively communicate solutions
- Desire and ability to learn and work with Customer Operations leaders and other key stakeholders to resolve issues
- ID: #48518320
- State: Virginia Northspringfield 22151 Northspringfield USA
- City: Northspringfield
- Salary: Up to $60
- Job type: Contract
- Showed: 2023-01-12
- Deadline: 2023-03-12
- Category: Et cetera