• Call Center Data Analyst

    Posted Date 2 weeks ago(8/7/2018 3:16 PM)
    Requisition ID
    # of Openings
    Job Locations
    US-TX-Fort Worth
  • Overview

    The Customer Relations Data Analyst maintains and supports the data integrity and operations of the Customer Relations Contact Center database. Provides reporting and insights to various business partners regarding contact details, Associate Productivity, and departmental KPIs. Supports the Contact Center with system functionality and data processes. Partners with cross-functional team members throughout the organization, as needed, to identify new initiatives, procedures, and products that may have a positive and direct impact on the customer experience.

    Duties & Responsibilities

    • Provides regular and ad hoc reporting on contact volume, reason for contact, associate productivity, contact center KPIs and metrics, and other contact center data. Analyzes and maintains customer experience data, drawing appropriate conclusions, to include evaluating the data for trends and/or emerging issues. Communicates the trends/issues cross functionally and makes recommendations on how to improve results. Maintains integrity of data for accurate reporting - detects and corrects data irregularities. 
    • Utilizes data from multiple sources to generate volume forecasting and staffing forecasting. Identifies anomalies in the forecast versus actual results and takes appropriate actions to improve forecasting accuracy. Works closely with scheduler to ensure workforce optimization and efficiency.
    • Acts as the Customer Relations Subject Matter Expert for all telephone routing, metrics and data. Maintains a close working relationship with business partners and vendors for all telephony and related software. Identifies and communicates future enhancement ideas that will move the business and customer experience forward and provides testing support to ensure new functionality is ready to be deployed. 
    • Miscellaneous Projects as needed

    Education & Experience

    • Experience with telephony systems and CRM databases such as Cisco UCCX and Oracle Service Cloud Proficiency
    • Proficiency in Microsoft Office (Word, Excel, Access, PowerPoint), Sharepoint, SQL, SQL Server: Reporting Services, Visual Basic, ACDs (automatic call distribution systems).
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