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Position Description

• Conduct data analysis to assist the Call Center and Workforce teams with forecasting and monitoring daily activities in the call center
• Compiles, formats, prepares and edits workforce related reports
• Create data analysis models
• Review and collaborate with the Workforce Planner/Scheduler regarding schedule adherence analysis.
• Identify and interpret patterns and trends, assess data quality and eliminate irrelevant data.
• Communicate the results of analysis as a comprehensive report to decision makers and others affected by the results.
• Attend meetings.

Skills Required

• Demonstrated proficiency with Microsoft Office software particularly Excel
• Good verbal and written skills that includes spelling and grammar

Skills Preferred

• Professional demeanor

Experience Required

• Must have at least 2 years' experience working as an analyst in a fast paced/high volume contact center environment
• Must have experience working with forecasts, with ability to translate data into reports to assist in optimizing the existing workforce based on call volumes

Experience Preferred

• Additional call center experience is helpful

Education Required

• High School diploma

Education Preferred

• College degree or college coursework preferred.

Additional Information :

• Must be able to work onsite and remotely. Must have reliable transportation. Must be able to work overtime hours, as needed. No time off permitted for first 3 months, except for emergencies.