Contact Center Business Analyst

• 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

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.