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The Customer Contact Analytics Associate in this contract role is a supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handle specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.
Hybrid schedule: Monday – Friday6am-230pm.. Rotate in Newark’s General Office 3x/week
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.
Requirements:
- 2-3 years of experience
- 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
Reference: 1039476
Worried that you don’t meet every single requirement listed in the job ad? Studies have shown that individuals from marginalized groups are less likely to apply to jobs unless they meet every single qualification. Hive + Co. is dedicated to building a diverse, inclusive and representative workplace, so if you’re excited about this role, but worried that you don’t meet every requirement, we encourage you to apply anyways. We’d love to get to know you.