Position Title: Senior Analyst

Classification: Non-Exempt

Reports To: Program Manager

Working Hours: Normal business hours but may vary based on business needs

Date: 3/1/2021

Summary/Objective: The Senior Analyst plays a key role in assisting business, process and system impact analysis relative to contact center operations and customer experience impacts. Developing reporting based presentation material to speak to the campaign success, Operations reporting, channel reporting, and KPI reporting at all levels. The Senior Analyst will drive all reporting functions through and with the local RTA team. The Senior Analyst will maintain on-site management of the RTA team. The ideal candidate is an individual who takes initiative, is performance-driven and interested in working in a fast-paced environment with continuous growth.

Job Requirements:

You have a post-secondary education in business or equivalent in a related field
You have proven experience in lieu of the above
You have strong written and verbal communication skills
You have a strong working knowledge of and experience with Microsoft Excel
You have the ability to multitask, work under pressure and complete tasks quickly
You thrive in a fast-paced, ever-changing work environment
You’re organized, disciplined, and can handle a high volume of work
You’re a strong communicator, acting professionally in both actions and words
You’re able to follow organizational policies and procedures
Intermediate to Advanced proficiency in MS Office & Google Suite
You must be flexible in moving your schedule as needed

Job Duties:

Drive Ops & Ops Support reporting functions
Manage reporting initiatives and junior analyst team
Manage day-to-day data needs of Operation/Ops Support Team
Deliver analysis on KPI/CPI trends
Assist with UAT
Assist in business, process, and/or system impact analysis relative to contact center operational and customer experience impacts.
Assist in operationalization of business, process, and/or system changes across training curriculum, training delivery, QA, reporting, volume and AHT impact estimates, etc.

Required Education/Experience and Competencies:

Minimum one to two years of demonstrated Senior Analyst experience.
Must have prior experience in mentoring junior analyst
Must possess excellent oral and written communication skills in English
Ability to express precisely and with clarity
Excellent listening & Probing Skills

EEO Statement: CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.

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