B2B Data & Systems Analyst

Liberty Latin America Communications, Inc.•Río Piedras, PR

About The Position

As a Data & Systems Analyst, you will be responsible to define Business Contact Center KPI analysis and reporting and to use those metrics for strategic changes to ensure service level attainment and data accuracy. In this role you will also be responsible for defining processes to ensure service level and abandon rate targets are met. Also, this role is responsible for administering Business Contact Center systems. This entails running accesses to agents across all platforms (voice and non-voice), developing systems routing strategy to ensure the most appropriate interaction handling, and using system deflection capabilities to improve digital containment of interactions. This role also oversees continuous intraday monitoring of call volumes and patterns to elevate potential customer impacting issues to appropriate departments for triaging.

Requirements

Bachelor’s degree in information systems/Computer Sciences.
2-5 years of experience working in a call center environment, technical understanding and experience with technologies, information systems, telephony systems, and ACD systems preferred.
Bilingual Speaker & Writer (Spanish and English).
Ability to work in a dynamic fast paced environment and make calculated recommendations.
Ability to organize, plan and perform assigned duties with minimal supervision.
Knowledge and experience in the use of Aspect Applications such as Enterprise Monitoring, Director, Data Views, Now Analytics, Report Manager, Telecommunications, especially on cable, telephone, and Internet.

Responsibilities

Monitor real time consistency statistics and complete forecasting/planning, helping to ensure Business Customer Service Representatives (CSR’s) are active and productive during scheduled hours while monitoring breaks/lunches, unscheduled PTO calls/tardiness, etc., enters real-time exceptions into the workforce management tool (Absence, Tardiness, Leave Early, Meetings, Overtime, etc.).
Generate activity reports and communicate with appropriate members of management regarding staffing issues, performance measures, and contact center interactions statistics to coordinate needed staffing adjustments based on real-time result discrepant to forecast results.
Prepare daily, weekly & monthly reports of key performance metrics from workforce management data, including service level, alignment to schedules, identifies business trends and opportunities through analysis of the historical data and knowledge of company processes.
Provide analysis of forecasts and trends to recommend changes in scheduling reduce variances from schedules and increase effective use of staff resources in meeting productivity goals and objectives.
Handle contact center systems access for agents and provide support in handling day-to-day operations by forecasting/scheduling all customer service representatives (CSR’s) in advance. Communicate with CSR’s on a regular basis with regard to scheduling needs/changes.
Perform ongoing analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievement.
Formulate recommendations based upon analysis, data, and input from users and departmental management.
Lead in the effort of building staffing strategies that support multi-site, multi-skilled contact centers. Partner with other teams to understand the key drivers of volume and incorporate volume drivers into forecasting and planning efforts.
Identify and research service level risks for problem resolution and management notification.
Coordinate meetings with contact center leadership immediately whenever service level are impacted in real-time to collect relevant information of impacting issues and coordinate triaging efforts with the Network Operating Center (NOC) and other relevant departments.
Maintain an accurate event log detailing the reason for variance to forecast for all operational metrics.
Use deflection and messaging capabilities of contact center systems (IVR, Messaging Platform, Lead Management platform) to increase digital deflection.
Handle outbound IVR blaster campaigns and design IVR and messaging platform routing trees and implement changes.
Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America’s policies, and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.