The Contact Center Business Analyst will work alongside the COO and Service Line Director on projects related to the Contact Center. This person will be the administrator for the Contact Center call routing software, inContact, which includes ownership of configuration, client and internal reporting, and workflow scripting. Additionally, in this role, you will work closely with the COO and leadership team on business analysis and process improvements related to contact center operations.
We are looking for someone who enjoys a fast-paced environment and who has strong analytical skills to work on a variety of projects related to Contact Center operations.
Job Responsibilities
Understanding Contact Center tools and owning configuration of tools to produce the best outcomes for the staff and customers, including scripting of contact center workflows
Analyzing Contact Center configuration and data to identify opportunities for optimization and quality improvements
Gathering and analyzing data, identifying relevant data points, and presenting results to leadership
Understanding operational goals and development data management tools to support the attainment of those goals
Creating data models/reports to support operational decisions
Preparing comprehensive data analysis for executive decisions and operational improvements, such as profitability modeling, staffing needs, and optimization, etc.
Developing dashboards and reports to improve the view of company and customer data
Assisting with analysis and reporting of industry metrics to support Sales and Marketing content
Organizing and presenting data as well as making informed recommendations based on data analysis and results
Communicating with employees on key projects, soliciting input from others, and presenting project results to others in the organization
Working to understand key aspects of the business and help grow those through research, analytics, and communication
Working with on special projects as they arise
Qualifications and Skills Required
We are evolving rapidly; new projects and needs arise daily. The ideal candidate has strong written and verbal communication, organizational and technical skills. You will need to be self-motivated and have strong Excel skills as well as the ability to learn other technologies quickly.
