Transforming complex data into clear, actionable solutions that drive success across the organization by providing valuable insights into team performance.
Requirements
- At least 2 years of experience in productivity and efficiency analysis.
- Advanced expertise in Microsoft Excel (Macros, advanced formulas, and more).
- Experience working with CRMs like Salesforce.
- Familiarity with contact center systems such as Nice InContact, Amazon Connect, or Five9.
- Proficiency in Tableau, Power BI, SQL, Python, or JavaScript.
- Knowledge of Quality Assurance platforms (e.g., CalabrioOne) and qualitative analysis software (e.g., NVIVO, MXQDA).
- Strong skills in working with disparate data sets, data mining, and dashboard creation.
Responsibilities
- Explore data from multiple sources to identify trends and relationships between variables.
- Use advanced Excel techniques, including Macros and formulas, to analyze large datasets and present findings to leaders.
- Visualize data through diagrams, graphs, and dashboards to create comprehensible insights.
- Involves monitoring and managing the real-time performance of agents to ensure they adhere to their schedules and meet service level agreements (SLAs)
- Define and build analytics requirements into core systems to ensure comprehensive metric tracking.
- Provide operational data insights to enhance business planning, process improvements, and decision-making.
- Create basic to advanced ad hoc reports and PowerPoint presentations for stakeholders.
Other
- Industry experience in Healthcare, Finance, Education, Retail, or Call Center environments (preferred).
- Excellent oral, written, and interpersonal communication skills with the ability to tell compelling stories through data.
- Strong organizational and time management skills with a willingness to learn new technologies and methodologies.
- Be part of a collaborative and innovative team that supports client-facing departments with insights-driven analysis and tools.
- Gain experience working with cross-functional teams and advanced analytics technologies.
