Performance Analytics Specialist - Remote(US/Canada)
Tasks
- Analyze call center trends
- Analyze call volume and scheduling
- Analyze lead source conversion
- Assess training effectiveness
- Assist capacity planning
- Conduct root cause analysis
- Create performance scorecards
- Develop operational dashboards
- Evaluate campaign ROI
- Identify improvement opportunities
- Implement reporting tools
- Manage reporting packages
- Measure QA monitoring trends
- Provide data and reporting requirements
- Provide data-driven recommendations
- Support CRM and telephony reporting
- Support IVR IVA and AI initiatives
- Support agent and team coaching
- Support forecasting and staffing analysis
- Track KPI performance
Perks/Benefits
- 401k match
- Career development opportunities
- Dental insurance
- Employee assistance program
- Employee discounts
- Medical insurance
- Paid Holidays
- Paid time off
- Vision insurance
Skills/Tech-stack
Business Intelligence | Calabrio | Cause analysis | Contact center | Dashboard Development | Data Analysis | Data reporting | Forecasting | HubSpot | KPI Tracking | Microsoft Dynamics | Microsoft Excel | NICE | Pivot Tables | Power BI | Power Query | Root Cause Analysis | Root cause | Salesforce | Tableau | VLOOKUP | Webex Contact Center | Workforce Management | XLOOKUP
Education
Associate Degree | Bachelor of Engineering | Bachelor of Science | Master of Science
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