OVERVIEW

Reporting to the Manager, Contact Centre Quality and Analytics, the successful candidate will be responsible for assisting in the curation of data driven stories to offer insights and analysis about our Contact Center Operations to drive transformational change in both the agent and customer experience. They will work closely with stakeholders to identify business needs, create mock-ups, then communicate project timelines and updates.

RESPONSIBILITIES

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable and understandable formats.
• Propagate techniques for answering basic report questions and conveying data definitions.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross functional dashboards for executives.
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
• Meet with Managers to identify their analytical needs for growing their departments.
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
• Report on current performance trends to Management and Executives.

SKILLS AND EXPERIENCE

• Bachelor’s Degree in Business Analytics or related field.
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively

SOFT SKILLS

• Strong strategic thinking and analytical capabilities
• Excellence in both written and verbal communication
• Proven leadership and team management abilities
• Mature, pragmatic and flexible approach
• Good attention to detail
• Hands-on, ready to roll up the sleeves

PERSONAL CHARACTERISTIC

• Results-driven with a strong commercial acumen
• Creative problem-solver with innovative thinking
• Strong interpersonal skills and emotional intelligence
• Ability to work effectively in a fast-paced, multicultural environment
• High level of integrity and professional ethics
• Self-driven
• Resilient
• Rigorous and organized