Data and Reports Analyst

POSITION SUMMARY

Call Center Data Analyst is critical in making and preparing operational analysis of data and recommending optimal ways to represent it visually to Managers, Sr. Managers, Directors, and other VS stakeholders. To create quality assurance and process documentation and define Key Performance Indicators (KPIs). The successful candidate will assist the management team turn data into information, information into insight and insight into business decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. Other duties may be assigned at the discretion of management in the context of the role:

1. Production Management

• Conduct full lifecycle analysis to include requirements, activities, and design.

• Develop analysis and reporting capabilities. They will also monitor performance and quality control plans to identify improvements.

• Interpret data, analyze results using statistical techniques and provide ongoing reports

• Assess and improve data collection systems, analytics and other strategies that optimize statistical efficiency and quality

• Acquire data from primary or secondary data sources and maintain databases/data systems

• Identify, analyze, and interpret trends or patterns in complex data sets

• Filter and “clean” data to locate and correct code problems

• Work with management to prioritize business and information needs

• Locate and define new process improvement opportunities

• Extremely detail-oriented and can explain large amounts of information in a simple, organized manner. They should have strong math skills and business acumen, interpret data, and be curious.

2. People Management:

• Provide team leadership for conducting project definition.

• May manage subordinate analysts from time to time.

• When necessary, provide employees with timely, fair, and measured performance assessments

and feedback to foster growth.

• Rewards & Recognition and Engagement Activities: Lead and join company and core team initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.

• Ensure analyst team follow policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.

3. Other Tasks: Facilities Management and Phone Center Continuous Learning and

Improvement:

• Assist in various advisory or operational roles, similar to other director level positions

• Participate in company sponsored training which may be related to core assigned tasks.

• When work demands warrant, Call Center Data Analyst can be scheduled dialing hours on assigned workdays. This ensures that the Phone Center can provide the necessary hours to deliver completes and, at the same time, it constitutes an opportunity to be continually connected to dialing skills which enable call center leaders to effectively monitor, coach and support Telephone Interviewers.

REQUIRED SKILLS & QUALIFICATIONS:

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

Education and Experience:

• BS in Mathematics, Economics, Computer Science, Information Management or Statistics, business or related field or associate degree plus equivalent work experience

• 5+ years of experience working as an analyst in a call center is a must.

• 5+ years of experience managing a large variable call center workforce management, scheduling and optimization.

Specialized Skills:

• Strong Microsoft Office skills particularly with Word, Excel and PowerPoint.

• Able to quickly learn proprietary software and system changes/upgrades as needed.

• Experience with Tableau or a similar reporting tool required

• Knowledge of SQL a plus.

• Able to work flexible shifts including nights and weekends depending upon project demands

• Demonstrated leadership capabilities including