Job Title
Call Center Data Analyst (WFM)
Date Posted
10/5/2019
Location
Roseville, CA
Min Salary
$65,000.00
Max Salary
$80,000.00
Job Type
Full-Time Regular
Job Description

Call Center Data Analyst (WFM) is responsible for reporting of our multi-channel (phone, email, chat) contact center applications and technology. This individual will collaborate with our support center leadership team in designing, creating, and implementing reporting and dashboards with analysis and recommendations to continuously improve service level and drive efficiencies within the organization. This individual will also be accountable for using Lean techniques to optimize the utilization of the above processes.

Location: Roseville, CA. Basic relocation assistance available

Duties and Responsibilities:

  • Utilize and translate business demand forecasts customer facing interactions and create resources plans/requirements this includes RMA analysis and other business models which impact contact volume
  • Standardize forecasting process to deliver sustainable results
  • Continually evolve automation of service reporting and metrics
  • Partner with team leaders to understand customer data/information requirements and automate wherever possible
  • Work with HQ to make visible service dashboards as a means for communication and used in driving continuous improvement results
  • Monitor and analyze data to determine appropriate, resonant performance, and service metrics for Customer Operations (call volume, abandon rate, handle time, attendance, schedule adherence, shrinkage, and call quality.
  • Initiate proactive approach in identifying recommendations to ensure acceptable service levels
  • Understand, organize, and present performance data to educate and influence leadership in productivity improvements
  • Make recommendations to optimize staffing and service level attainment
  • Solve problems with speed and ensure internal and external customer needs are the highest priority in our day-to-day operations
  • Make appropriate routing adjustments to optimize the customer experience while maintaining service levels
  • Deliver actionable metric analysis and counsel to leadership, providing data insight and driving improved customer experience
  • Measure the Impact of support improvement projects on the various metrics

Required Skills and Qualifications:

  • bachelor’s degree in business, supply chain, marketing, finance, mathematics or other related field (preferred)
  • Minimum 3-5 years call center technology experience to include administration of:
    • Workforce management applications (forecasting, scheduling, adherence) MUST HAVE
    • IVR (interactive voice response) MUST HAVE
    • Quality monitoring applications
    • Advanced call routing
  • Highly proficient in MS Office products including Word, Excel, PowerPoint
  • Experience with BI systems, QlikSense is a plus
  • Demonstrated successful project management experience
  • Experience in applying analytics to make decisions
  • Strong contact center acumen and awareness of industry trends
  • Successfully partnering with other teams within a matrix organization to drive results
  • Previous experience with SQL is a plus
  • Little travel Will need passport

Compensation:

Salary 65,000.00 to 80,000.00
Bonus Potential
Stock grant and purchase program
Medical, Dental, Vision
401(k) with match up to 50%
Short and Long-Term Disability, AD&D
Employee Assistance Program
Relocation Assistance if Needed