Customer Service Analyst
Work Description: Collects, analyzes, and prepares information related to call center operations to facilitate business process and customer experience efficiencies and enhancements. Produces, designs and analyzes call forecasting, call performance and other pertinent reports for the leadership team to ensure adherence to established standards. Develops database queries. Responsible for operations and maintenance of call management system (CMS) / automatic call distributor (ACD) and forecasting and scheduling software and tools. Assists with troubleshooting CMS, Interactive Voice Response (IVR) and phone system issues as well as identifies areas requiring improvement and recommends solutions. Provides operational input on workforce schedules and training initiatives. Processes department payroll using HRIS for input, as well as reporting. Serves as the department’s budget coordinator responsible for monthly reporting using Hyperion as well processing monthly invoices for payment. Contributes regularly on cross-functional teams related to customer service programs, processes and software implementations/upgrades. Works cooperatively and communicates with a variety of groups or individuals, including management, to analyze and resolve problems. Leads or assists in research to support programs and projects. Demonstrates flexibility and accepts additional duties as needed and assigned. May on occasion support other departments including Customer Support/Key Accounts, Business Processes and Communications.
Minimum Qualifications
· Bachelor's degree in business, statistics, management or other related field from an accredited college or university
· One (1) to three (3) years of analytics experience
· Strong written and oral communication, interpersonal and team skills
· Ability to work independently on projects and manage multiple tasks in a timely manner
· Proficient with a variety of with computer software programs such as Microsoft Office 365, Adobe and Oracle applications
· Have and maintain a valid driver's license
Physical Demands: Sedentary Work - Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Note: The physical demands described above are intended to relate the approximate physical demands of the classification. Physical demands for a specific position within this classification may vary and/ or exceed those demands described above. Additional information regarding specific positions is available in Human Resources.
Preferred Qualifications
· One (1) to three (3) years of experience and intermediate proficiency with Avaya CMS Supervisor (specifically reporting functions and agent administration)
· One (1) to three (3) years of experience with call center analytics
· Basic knowledge of Peoplesoft, iDashboards and Oracle SQL Developer
· Demonstrated experience/ability to effectively lead teams and projects