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JOB RESPONSIBILITIES
- Demonstrating the significance of their work in the context of local, national, and global trends that impact both their organization and industry
- Mining data from primary and secondary sources, then reorganizing said data in a format that can be easily read by either human or machine.
- Using statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts.
- Preparing reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data.
- Work across support organization to standardize the definitions, and create shared access for the following areas: Performance reporting needs for Tier 1, Tier 2 & 3, Enablement reporting needs for Quality & Training, Automation & Deflection reporting needs for Technology & Help Center, WFM scheduling, forecasting, real time management.
- Work with Tier 2 & Tier 3 - Product performance reporting needs.
QUALIFICATION CRITERIA
- 3+ years’ experience working in analytics in a global support organization
- 3+ years’ experience collecting requirements & developing a reporting framework from the bottom up
- Knowledge of best practices for contact center reporting
- Prior experience with building central reporting based off Salesforce, Geneses and other contact center software
- 3+ years’ experience supporting ongoing business needs while maintaining long- term projects
JOB DESCTIPTION
- Strong understanding of statistical techniques such as correlation and regression.
- Deep knowledge and/or quick uptake in working with relational databases, database structures and data analysis.
- Thorough analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally.
- Ability to translate research into insights, informing projects with measurable impact on business, services and customer experience.
Skills
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Apply Before:
Nov 21, 2021
Posting Date:
Oct 20, 2021
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