Analyze data to answer call center questions and drive call center efficiencies. Generates standard reports summarizing data with the purpose of understanding or making conclusions from the data for decision making purposes.
Duties and Responsibilities
Manage Call Center Dialing Software
Design and maintain easy to read reports that visually display key metrics or trends.
Design and conduct analysis, interpret results and synthesize recommendations the influence marketing decisions.
Maintain and update Dialing Algorithms.
Identify the necessary data and equations to answer call center questions.
Work with others to obtain data or merge existing data sources to obtain needed data for analysis.
Translate business questions into definable metrics and vice versa.
Import, clean, and transform data into Analytics database
Articulate numerical data in a business friendly manner.
Test hypotheses with numerical data, and identify problem areas using analysis.
Create documentation as instructed using standard procedures
Identify new areas for analysis and opportunities for efficiency.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Computer language proficiency (SQL, Python, Java)
MS Office Intermediate Level
Ability to merge various data sources and examine data trends to understand the cause and effect relationship on Sales and Operations
Ability to work both independently and as part of a team
Advanced mathematical skills
Ability to multi-task and satisfactorily address competing priorities
Nice to Have:
Experience running dialer software
Experience in call center
Bachelor's degree (B. A.) from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience
Certificates and Licenses:
No certifications needed
Fluency with a relational database structures and languages, especially T-SQL
Expert experience in Excel with ability to manipulate data quickly in Excel to answer business questions and research business problems
Experience in the following areas nice to have
Ability to read, analyze and interpret business documents.
Ability to write reports, and procedure manuals
Ability to effectively discuss present information and respond to questions from group of managers, and employees
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, algorithms, permutations, statistical analysis and basic calculus.
Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and
validity, analysis of variance and sampling theory
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Specific vision abilities required by this job include close vision and ability to adjust focus to read a computer screen and various documents. While performing the duties of this job, the employee is frequently required to sit and use hands and fingers for keyboarding or similar use of hands.
The employee is occasionally required to reach with hands and arms and occasionally required to talk and hear.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Work is performed in a typical office environment. The noise level is usually moderate.