Job
Description
This Role Responsible for identifying opportunities to drive efficiency, operational excellence, and to enhance both merchant and employee experiences within the contact center. Responsible for creating reporting structures that highlight the value our products deliver as well as performance against contracted standards. This role will lead a team of business/data analysts to enable data-driven decisions, develop analytics models, provide performance & QBR data to clients, and leverage large volumes of data across sources to support business goals. Responsibilities • Lead the analytics team focusing on contact center operations/performance to drive quality & efficiency; produce client-required reports and QBR/performance reporting. • Gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights • Prepare and present reports to management, utilizing data sources to uncover relevant relationships and turn them into actionable insights • Develop and maintain report types, including tabular, drill-down, matrix, and charts as well as dashboards for internal and external audiences • Test and validate reports/dashboards to ensure high quality and accuracy • Create reports using tools like Report Builder, Microsoft SQL Server Reporting Services (SSRS), and Microsoft SQL Server Management Studio (SSMS) • Write complex SQL queries to extract information, trends, or patterns contained in the data • Provide data-driven intelligence to key stakeholders throughout the business • Conduct analysis and routine KPI reporting to support business operations • Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives • Perform correlation analyses and R2 testing to identify relationships and trends within datasets • Collaborate and coordinate analytic efforts with the larger community at the organization • Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements • Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities • Acts as subject matter expert in area of expertise • Leads the work of lower level employees. Coaches, reviews, and delegates work items. May assist with other personnel activities of staff such as performance appraisals and training. • Cultivates strong working relationships and builds trust among team members Qualifications • Bachelor's degree in Math, Economics, Bio-informatics, Statistics, Engineering, Computer Science, Information Science, Data Analytics, or a related field preferred (a comparable combination of work experience, certifications, and training may be substituted for education requirements). • 4+ years of business intelligence/data analysis & management experience. Contact center analytics experience highly desired. • 4+ years of advanced Excel experience. • 2+ years of Structured Query Language (SQL) and SSRS report writing
