Data Analyst, Contact Center

Intermedia Group-posted about 2 months ago
$50,000 - $65,000/Yr
Full-time • Mid Level
West Middlesex, PA
11-50 employees
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This position is responsible for developing and maintaining visual dashboards in Power BI and Excel to display daily reporting for Contact Center Management. Compiles data from daily reports and updates visual reports in a timely manner. The incumbent reviews data and analytics to produce performance reporting for the Contact Center team and executive leadership. Studies trends and analyzes data to drive improvements and efficiencies. Assists in developing reporting that drives monitoring and operational efficiency.

  • Maintains daily reporting from Mitel phone system and other digital applications for the Contact Center and provides overview of key performance metrics and key risk indicators to Leadership.
  • Assists in developing digitized reporting using Power BI to compile data derived from Contact Center and digital applications to drive monitoring, support, analytics and process improvement for Contact Center leadership.
  • Maintains data accuracy and integrity during data manipulation and merging steps.
  • Assists management with maintaining existing procedures related to daily reporting and produce new procedures under guidance as appropriate.
  • Troubleshoots issues related to the digital support systems utilized in the Contact Center.
  • Works closely with IT and/or external vendors to resolve issues.
  • Serves as a back-up liaison between Information Technology, vendors, project management and Contact Center Leadership.
  • Assists in testing Digital system upgrades, patches, changes and system maintenance and in creating, editing, deleting and monitoring user account permissions for various Contact Center digital systems.
  • 2+ to 5 years experience
  • Contact Center reporting experience required
  • Power BI - Intermediate Level
  • MS Excel - Intermediate Level
  • MS Word - Intermediate Level
  • MS PowerPoint - Intermediate Level
  • Excellent communication skills, both written and verbal
  • Excellent customer service skills
  • Excellent organizational, analytical and interpersonal skills
  • Ability to work and multi-task in a fast-paced environment
  • Detail-oriented
  • Minimum Education - High School Diploma or Equivalent
  • Banking Contact Center reporting work experience preferred
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