Contact Center Data and Reporting Analyst

1 month ago

Baton Rouge, United States HomeSafe Alliance Full time

Title:

Contact Center Data and Reporting Analyst (Power BI)

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

The Data and Reporting Analyst role requires an analytical and technically skilled individual to lead our analytics and data mining efforts within our Contact Center. This position will be responsible for developing metrics and reporting, strategic analysis, and rigorous deep dives to inform business decisions. In addition to developing and delivering agent, team, and site-level reports/dashboards. They will also work with business teams to identify actionable insights. The Data and Reporting Analyst will work cross-functionally with key stakeholders in corporate data analytics, contact center operations, and various project teams, to drive process improvement and track progress against goals. This role requires an individual with excellent analytical abilities, outstanding business acumen, and comfort with contact center metrics and systems.

Responsibilities :

  • Collects, mines, and analyzes the diverse data elements and sources to support various initiatives in the contact center.

  • Completes analysis to determine contributing factors to KPI results, providing insights into mitigation of metrics outside of optimal operating thresholds.

  • Generates and delivers actionable insights.

  • Proactively seeks to identify areas of opportunity for process improvement and provide solutions.

  • Creates KPI dashboards at the agent, team, and site level, ensuring data is presented in an easily understandable manner for performance management.

  • Works independently and with others to develop accurate and useful reports, tools, and resources to promote a qualitative and quantitative data driven organization.

  • Serves as a resource for data analysis, report content, report design, etc. as needed

  • Supports execution of new projects required to support strategic initiatives, efficiencies, quality initiatives and ongoing process improvement.

  • Perform other duties as assigned.

Qualification and Skill Requirements :

  • Bachelor’s degree or equivalent experience in lieu of degree.

  • 5 years' experience analyzing data and creating reports.

  • 3 years of Power BI experience.

  • Must be a U.S. citizen due to contractual requirements.

  • Expert knowledge of Microsoft Excel.

  • Knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.

  • Analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

  • Ability to work collaboratively with business leaders and functional departments to develop solutions to complex problems and projects.

  • Analytical mindset and detail oriented with the ability to prioritize, execute, and deliver projects on time.

  • Must be detail oriented, well organized, and flexible with the capability to work with minimum supervision while handling multiple or competing priorities.

Preferred

  • Prior experience creating dashboards.

  • Military move industry experience, Military experience and/or immediate family member of a military member while on active duty.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

  • Medical, Dental and Vision Insurance.

  • Paid time off (PTO) Three weeks of PTO for newly hired employees

  • 401(k)

  • Health and Wellness Programs

  • Disability, Life and AD&D insurance

  • Employee Support program

  • Family Support: Bright Horizons, child and elder care services

  • Teladoc Medical Experts, second opinion program

  • Travel Accident & Medical

  • TRICARE Supplement Plan

  • Voluntary Benefit Plans

  • And more

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe​ — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits:

  • Medical, Dental and Vision Insurance.

  • Paid time off (PTO) Three weeks of PTO for newly hired employees

  • 401(k)

  • Health and Wellness Programs

  • Disability, Life and AD&D insurance

  • Employee Support program

  • Family Support: Bright Horizons, child and elder care services

  • Teladoc Medical Experts, second opinion program

  • Travel Accident & Medical

  • TRICARE Supplement Plan

  • Voluntary Benefit Plans

  • And more

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