Contact Center Data Analyst

JOB SUMMARY:

Contact Center Data Analyst (CCDA) is responsible in collecting contact center data as well as identifying FTEs based on work shifts, skill sets, email volume, identifying issues and conducting detail analysis. CCDA will collect, analyze, and present data to leadership team and Senior Executives when applicable.

ESSENTIAL FUNCTIONS:

• Identify areas of opportunities via data gathering.
• Understand the data sources from the integration of telephony software, computer systems and/or other related computerized services of call centers.
• Assist Contact Center leader to meet Contact Center Key Performance Indicator’s (KPIs).
• Adaptability and flexibility with emergency management project go lives.
• Manage multiple projects simultaneously and communicate timelines effectively.
• Design and demonstrate user friendly dashboards, scorecards, excel graphs, etc.
• Excellent problem-solving skills and ability to effectively communicate solutions.
• Ability to multi-task in a fast-paced high call volume environment.
• Create employee score cards for coaching purposes.
• Proficient in computer applications and data entry skills.

OTHER PRINCIPAL DUTIES:

• Travel is required as it relates to the above duties or as directed by the supervisor.

Requirements

EDUCATION, EXPERIENCE AND SPECIAL SKILLS REQUIRED:

• Associates or bachelor's degree
• Degree may be substituted with years of experience using quantitative data analysis tools.
• Six Sigma Certification preferred.
• Customer Service experience.
• Excellent computer skills using tools such as Microsoft Outlook, spreadsheets, graphic data tools required.
• Strong attention to detail required.

Benefits

CDR Health provides employees competitive benefits packages and the resources to develop and succeed in both their professional and personal lives. We support employees and their eligible family members with a comprehensive benefits program, which provides variety and flexibility to meet individual needs.