Customer Contact Analytics Associate

Description

Hybrid schedule: Monday – Friday 8am-430pm. Rotate in Newark’s General Office 3x/week

Experience -- 2 to 3 years

Notes:

• Call center background -contractor needs to understand how the call center enviorment works
• Analytical background
• Aswering Calls ( managing a call-out line for PTO, absences etc)
• Professional leadership ability to complete processes
• Phone experience/ phone etiquette
• Email etiquette
• Detail oriented
• Organizational Skills
• Excel, Access, Powerpoint, reporting
• Customer service savvy
• Data Entry
• Bachelors degree is nice, but not required.

Job Summary

• Customer Contact Analytics Associate is a MAST supporting role to either the Quality Team or the Workforce management team.
• They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.

Job Responsibilities

• Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets.
• Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze various reports and performance measures to improve overall call center productivity.
• Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance and quality.
• Develop CSR work schedules including integrating training, meetings and developmental off-line time.

Job Specific Qualifications

Requirements:

• Bachelor’s Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
• Proficient in Microsoft Word, Excel, and Outlook
• Demonstrated organizational and communication skills (written and verbal)
• Demonstrated analytical skills and experience
• Demonstrated experience in collaborating and coordinating with others

Desired:

• Ability to lead a process or small project team
• Experience with a call center environment
• Lean Six Sigma training
• QA/QC Experience
• SAP/CRM Experience
• Workforce Management Experience