Analyst, Contact Center Data Analytics and Reporting

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

Key Responsibilities:

• Update and deliver regular production reporting as needed for the Contact Center

• Run and deliver daily reports and update dashboards as part of job function

• Improve on existing reporting through automation and efficiency

• Perform root cause analysis as a means of addressing data issues. Escalate appropriately within organization to drive change.

• Define understand and recommend changes to existing reporting environment in alignment with evolving contact center requirements

• Subject matter expertise in the design and delivery of dashboard and reporting results to internal customers on an AdHoc basis.

• Partner with leadership to connect operational and analytical systems that allow for trends and patterns to be identified

• Continuously learn and collaborate with each business unit to assimilate new and advanced features for reporting, analytics and sales support.

Experience:

• 2-4  years of related experience required:  financial services, Retail banking, analytics, or process improvement a plus

• Advanced level knowledge of Microsoft Office Suite (Excel, Word, Access, Publisher)

• Six Sigma Training or Certification a plus but not required.

Job Skills:

• The ability to prioritize efficiently and execute quickly and accurately duties that are assigned.

• Strategic thinker with a demonstrated ability to identify business issues/opportunities and gaps

• Must be able to create/ design reporting dashboards to fulfill requirements

• Proficient in Tableau, Salesforce Administration and report automation, Relational Databases, customer relationship management systems and other systems within the organization.

• Self-motivated with the ability to work well independently

• Organized with strong process management skills

• The ability to collect and research pertinent data and submit findings.

• A drive to continuously build knowledge and skills and a desire to share said expertise with others within the organization.

The estimated salary range for this position is $74,000.00 to $80,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.