Call Center Analyst Associate

Description:

Job Summary:

Provides operational support and report writing services in a multi-platform environment for the call center. Functions as a member of the Operations Team for the call center. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow. May recommend operational improvements.

Essential Responsibilities:

• Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development.
• Designs and utilizes survey/reports to monitor and assess service center performance.
• Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes).
• Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center.
• Provides training to Customer Service Reps./Management on software and statistical data.
• Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed.

Basic Qualifications:

Experience

• Minimum one (1) year of call center experience.

Education

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Related call center experience.
• Applies acquired job skills and company policies and procedures to complete assigned tasks.
• Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:

• College level coursework in statistical analysis, communications, and/or management, or a combination of coursework and work experience preferred.

Notes:

• Supporting 24/7, 365 day operations, may work holidays, weekends.
• Shift is 3 days per week/12 hours a day.
• Call center experience OR 2 years customer service.

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