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Analyst, Contact Center Business

4 months ago

Irving, United States Pacific Dental Services Full time

Now is the time to join Pacific Dental Services. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today

The Analyst, Contact Center Business will be required to use judgement to determine the most appropriate methods to extract and analyze company data to answer the questions and solve the problems presented. They will work with Analyst, Contact Center Workforce Management in providing short, medium, and long-term call volume, average handle time, and staff requirement forecasting and the timely production and analysis of management reports to support the operation for all contact types. They will oversee all regular and ad-hoc reports on variety of Key Performance Indicators (KPIs) and Contact Center metrics, including daily agent statistics and skill group/call type statistics; assisting in analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement. The Analyst, Contact Center Business will be required to communicate all results through various media, both visually and orally.

Responsibilities

  • Understands the various types of company data, how it is created and the potential for bad data.
  • Works with various internal customers to adequately define their problems or questions that need research or analysis. These will be problems and questions that range from mundane to highly complex.
  • Develops effective and practical approaches to solving these problems and answering these questions.
  • Extracts, cleans, and analyzes the required data, interpret the results, and assist in identifying the appropriate business changes indicated by these results.
  • Documents the approach and assumptions.
  • Develops reports and presentations to communicate the results.
  • Design, build and modify queries and reports (including analysis and coding), using the appropriate programming language such as Structured Query Language (SQL).
  • Communicates and explains the results.
  • Occasionally assists or manages business process and business tool improvement projects.
  • Interfaces with all departments within the company and conducts themselves in a highly professional manner.
  • Adapts to changes, delays, unexpected situations, and effectively manages competing demands.
  • Acts dependably, including being consistently at work on time, following instructions, responding to direction, and soliciting feedback to improve performance.
  • Ability to demonstrate an organized and systematic approach in carrying out assignments (i.e. very orderly and excels at cutting through confusion and turning chaos into order).
  • Assist with creation of forecasts needed to obtain required FTEs to support meeting department performance guarantees.
  • Assist with overseeing all Workforce Management reports, forecasts and recommendations.
  • Pass all basic guide tests pertaining to the position within 90 days.
  • Other duties as assigned by Management.
Qualifications
  • Undergraduate degree in Mathematics, Computer Science, Information Systems, Analytics, Data Science with 2 or more years of experience in a professional environment.
  • Proficient with Microsoft Office, especially Access, Excel and Power BI
  • Proficient in the use of data retrieval languages such as Access/SQL/PowerQuery
  • Proficient in writing and optimizing SQL and Data Analysis Expressions (DAX)
  • Understanding of dashboard and visualization best practices
  • VBA and Macros knowledge and application
  • Salesforce, RingCentral and CXone experience preferred
  • Advanced analytical, interpersonal, and problem-solving skills
  • Minimum 2 years' workforce management experience or equivalent
  • 3 + years of experience in a Contact Center environment.
Preferred
  • Bachelor's degree in business, information technology, computer science, or related field
  • Familiarity with forecast and scheduling concepts
  • Understanding of multiple forecasting methods (examples, Erlang, simulation, time series regression)
Knowledge/Skills/Abilities
  • Excels at problem solving and probability and statistical analysis.
  • High degree of proficiency with MS Office products.
  • Ability to communicate effectively with various levels of management as well as members of the executive team.
  • Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
  • Ability to demonstrate an organized and systematic approach in carrying out assignments (i.e., very orderly and excels at cutting through confusion and turning chaos into order).
  • Ability to solve moderate to complex problems.
  • Detail oriented, organized, process focused, problem solver, self-motivated proactive, customer service focused.
  • Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature.
  • Sound technical skills, analytical ability, good judgment, and strong operational focus.
  • Demonstrated ability to manage multiple priorities and deadlines.
  • Strong Analytical and Problem-solving skills. Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies.
  • Requires knowledge of office practices, technology applications, and reporting systems; business correspondence and business reporting techniques; and business principles.
  • Ability to draw valid conclusions, applies sound judgment in making decisions, and make decisions under pressure.
  • Ability to interpret and apply policies and procedures.
  • Understanding of and experience with call center technologies such as Workforce Management, ACD, Dialer, IVR, etc. as well as typical call center performance metrics and improvement initiatives
Benefits
  • Medical, dental, and vision insurance
  • Paid time off
  • Tuition Reimbursement
  • 401K
  • Paid time to volunteer in your local community


Pacific Dental Services is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.