Performance Analytics Analyst - Voice Operations - Full-time

Job Summary

The Performance Analytics Analyst will support the delivery of data and analytical capabilities to the Contact Center team to drive actionable insights for enhanced business decisions. The position will report on performance, analyze results, identify opportunity areas, support operational strategies, and help prepare thoughtful read-outs to leadership.  As part of the Analytics Center of Excellence (CoE), this position will work in tandem with Business Intelligence and other Data & Analytics teams to deliver on business reporting needs. This role will be critical in developing data and analytical capabilities that empower Contact Center leadership to put the right resources in to play, at the right time, to handle the diverse needs of our customer base. From holistic insights, down to agent level score-carding, this role will be key in providing data and analysis that will result in operational efficiencies through our global Contact Centers.

Responsibilities

• Data Reporting and Development: Develop and deploy self-service performance reporting for Contact Center teams; liaison with Data and Reporting services on behalf of teams by managing  functional business requirement gathering; ensure reporting is clear, timely, accurate and accessible.
• Data Analytics / Business Intelligence: Analyze performance results and identify internal and external trends for integration into business insights.
• SAS Programming: Write SAS programs to generate, update, and maintain tables and analysis datasets.

Education & Experience

Experience/Certificates/Education

• Bachelor’s degree in Business, Economics, Math, Statistics, Data Science, Computer Science or closely related field
• Experience with programming languages (SAS programming language, R, SQL or other languages/tools)
• 2 - 3 years of relevant industry experience in a data science, business analytics, business intelligence or comparable data engineering role; Contact Center experience is a plus

Abilities/Key Competencies/Skills

• Self-starter, well organized, extremely detail-oriented and an assertive team player, willing to take ownership of responsibilities, and possess a high level of positive energy and drive
• Excellent time management and organizational skills
• Ability to manage multiple priorities, work well under pressure
• Ability to work independently
• Ability to collaborate with peers effectively
• Ability to own a process from start to finish
• Good working knowledge of data sources
• Working knowledge of Excel and programming skills required (SAS/SQL)
• Excellent communication skills (spoken and written)