Job ID: JK001
Fortegra Financial is looking for a Contact Center Analyst to provide analytical support to our two contact center divisions, Pacific Benefits Group and ProtectCELL Call Center, located in Beaverton, Oregon. Pacific Benefits Group (PBG) focuses on sales of ilife and health insurance products. ProtectCELL is a pioneer in handset protection and offers complete protection for our member's wireless lifestyle.
The Contact Center Analyst will be responsible for monitoring the overall performance of the contact center, including forecasting, capacity planning, scheduling, and reporting. The candidate will implement and administer WorkForce Management ("WFM") software, and ensure optimized utilization of WFM tools. Work under general supervision to maximize sales results, and minimize loss based on statistical analysis by monitoring lead flow patterns, sales statistics, and customer service levels of PBG and ProtectCELL Call Center.
Primary Job Functions
Collect, consolidate, and maintain call data to accurately develop forecasts for multiple calling channels.
Analyze, plan, and work with management in short and long range planning. Develop call center metrics, dashboards, and reporting through statistical analyses.
Participates and adds analytical insight to projects which may include identifying opportunities to better serve customers and reduce demand on Sales and Customer Service agents, through process enhancements or automation in Interactive Voice Response ("IVR").
Develop and monitor center reports and KPI cost measurements.
Provide monthly call volume forecasting and re-staffing to improve efficiencies to meet Contact Center SLA's.
Use workforce management software to improve agent schedule adherence.
Perform analysis of web marketing/sales initiatives/campaigns via DB queries, data extraction, auditing, data prep, list pulls and reporting from the marketing database.
Provide a series of on-going performance reports -- daily, weekly, and monthly -- for marketing, merchandising, finance, and ecommerce. This includes all performance match back information that is channel specific for program performance evaluation.
Education and Skill Requirements
2+ years of successful Call Center analytics experience required.
Minimum of 2 years' experience in marketing, market research or business analytics
2+ years of related business process experience in a fast-paced, deadline driven environment
2+ years' experience in SAS
Strong project management, business writing, and reporting skills
Excellent written and verbal communication skills
Effective time management and organization skills
Must be able to self-direct and self-manage
Strong desire to achieve
Ability to work independently on projects
Advanced ability to analyze, organize and present metrics data in Excel and PowerPoint
Advanced experience with Microsoft Office Suite
Full time position with Benefits.
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