Customer Contact Analytics Assoc.

Customer Contact Analytics Assoc.
Newark, NJ
12 Months
Pay: $20 per hour

We are not looking for a Call Center representative. This role is in Workforce Management which is a support department of the Call Center. This is an administrative position, which will require some data analytics, monitoring, and data entry.

Hybrid schedule: Monday - Friday 8am-430pm.

Work schedule: Hybrid ( 3 days in office / 2 days WFH)

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.

Manages People - No

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

Minimum Years of Experience

• 2-3 years of experience

Education

• Bachelors

Certifications

• None Noted

Notes from Manager-Supplier call 11/am est:

Call center background contractor needs to understand how the cal 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.