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Contact Center Data Analyst #ESF4276

ExpertHiring • Full-time • Hermitage, Pennsylvania, United States • $50k - $65k / year • 3w ago

Top reasons to work for my client:

A well known name in the banking industry.
Career advancement and great benefits.
Autonomy in the workplace
Well liked management

If this sounds interesting, let’s talk!

Job Type : Full Time

Location : Hermitage, Pennsylvania

Pay : Good pay and benefits!

Job Description

What you will be doing: Contact Center Data Analyst

Develop and maintain visual dashboards in Power BI and Excel.
Compile data from daily reports and update visual reports in a timely manner.
Review data and analytics to produce performance reporting for the Contact Center team and executive leadership.
Study trends and analyze data to drive improvements and efficiencies.
Assist in developing reporting that drives monitoring and operational efficiency.
Maintain daily reporting from the Mitel phone system and other digital applications.
Provide an overview of key performance metrics and key risk indicators to leadership.
Assist in developing digitized reporting using Power BI.
Maintain data accuracy and integrity during data manipulation and merging steps.
Assist management with maintaining and producing new procedures related to daily reporting.
Troubleshoot issues related to the digital support systems utilized in the Contact Center.
Work closely with IT and/or external vendors to resolve issues.
Serve as a back-up liaison between Information Technology, vendors, project management, and Contact Center leadership.
Assist in testing digital system upgrades, patches, changes, and system maintenance.
Create, edit, delete, and monitor user account permissions for various Contact Center digital systems.
Perform other related duties and projects as assigned.

Experience you will need: Contact Center Data Analyst

3 years of Contact Center reporting experience required.
Banking Contact Center reporting work experience preferred.
Excellent communication skills, both written and verbal.
Excellent customer service skills.
Intermediate level in MS PowerPoint.
Intermediate level in MS Word.
Intermediate level in MS Excel.
Intermediate level in Power BI.
High School diploma or GED.

Our client asked me to submit 3 great people within the next few days. We work directly with the hiring manager and can arrange interviews within a few days

Ray Sanders

#INDEH123