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Call Center Contact Analyst
US Cellular
Chicago, IL, United States
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The Call Center Contact Analyst is responsible for executing complex behavioral analysis activities relating to call center channel contacts and call intelligence efforts. The Analyst supports a wide-variety of fit-for-purpose call center channel analytics including customer sentiment and contact behavioral assignments such as behavioral analysis, consultative analysis, financial data analysis, demographic data management, planning process reporting and customer profile reporting. Use of multiple databases, applications, systems and system tools are required.
• COMPLETE CALL LISTENING, IDENTIFYING RELEVANT INFORMATION FOR EXTRACTION, MANIPULATION AND INTERPRETATION OF INFORMATION STORED IN CUSTOMER CONTACT DATABASES AND APPLICATIONS
• CODE, TEST, AND EXECUTE COMPLEX AD-HOC DATA QUERIES TO FACILITATE CUSTOMER CONTACT AND CALL CENTER CHANNEL ANALYSIS THAT AIDS IN CONTINUOUS IMPROVEMENT
• ASSIST IN THE DESIGN, DEVELOPMENT AND EXECUTION OF PERIODIC DATA & REPORTING RELATED TO CUSTOMER BEHAVIORS AND RELATED CHARACTERISTICS IDENTIFIED BY CALL CENTER CONTACT ANALYTICS
• THINK BROADLY AND CRITICALLY ABOUT QUANTITATIVE ANALYTICAL PROBLEMS PRESENTED TO OUR CALL CENTERS AND APPLY BUSINESS, INDUSTRY, AND COMPANY ACUMEN TO IDENTIFY ROOT CAUSE(S) AND TEST SOLUTIONS
• USE DATA & INSIGHTS TO TELL A STORY THAT INFLUENCES ACTIONS TOWARDS POSITIVE OUTCOMES WITHOUT DIRECT AUTHORITY
• ASSIST IN THE DESIGN, DEVELOPMENT AND EXECUTION OF REPORTING AND ANALYSIS NEEDED TO SUPPORT PLANNING PROCESSES
• ANTICIPATE AND RESOLVE COMPLEX ISSUES, INQUIRIES, AND QUESTIONS
• PROVIDE TECHNICAL SUPPORT TO STAKEHOLDERS, PEERS, AND OTHERS
• REVIEW THE CODING, TESTING, AND IMPLEMENTATION OF QUERIES AND ANALYSIS RELATED TO OUR CUSTOMER CONTACTS AND CALL CENTER CHANNELS AS WELL AS TO ENSURE COMPLETENESS AND ACCURACY
• SERVE AS A MENTOR BY HELPING PEERS SEE VARIOUS PERSPECTIVES, WORK THROUGH ISSUES, FIND POSITIVE RESPONSES TO CHANGE, AND DEMONSTRATE OPENNESS IN COMMUNICATIONS
• Bachelor’s Degree or equivalent work experience required
• General business acumen required, including a facility with basic statistics, finance and/or economics
• 3-5 years of experience with data analysis and report creation/ writing required
• Experience and understanding of Call Intelligence and call recording systems such as NICE, Nexidia, Mattersight or other analytics platform required
• Proficiency in database manipulation and exposure to software/reporting tools required (such as SQL, SAS (Enterprise Guide 5.1), Cognos)
• Ability to think critically about problems and apply business and company acumen to develop solutions required
• Excellent written and verbal communications skills are required
• Advanced knowledge and demonstrated use of MS Excel, PowerPoint, Word required
• Ability to work in a collaborative manner with peers and leaders across the organization required
• Aptitude to take on highly complex responsibilities required
• Ability to manage ambiguity in the design and execution of analysis required
• 4-6 years of customer service experience in a high volume call center preferred
• Knowledge of wireless or industry with similar analytical structure preferred