Customer Contact Analytics Associate

Hybrid schedule: Monday – Friday 8am-430pm. Rotate in Newark’s General Office 3x/week

Job Summary
Customer Contact Analytics Associate is a MAST supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.

Manages People – No

Job Responsibilities
Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets. Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze various reports and performance measures to improve overall call center productivity. Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance and quality. Develop CSR work schedules including integrating training, meetings and developmental off-line time.

Job Specific Qualifications
Requirements:
• Bachelor’s Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
• Proficient in Microsoft Word, Excel, and Outlook
• Demonstrated organizational and communication skills (written and verbal)
• Demonstrated analytical skills and experience
• Demonstrated experience in collaborating and coordinating with others

Desired:
• Ability to lead a process or small project team
• Experience with a call center environment
• Lean Six Sigma training
• QA/QC Experience
• SAP/CRM Experience
• Workforce Management Experience

Minimum Years of Experience
• 2-3 years of experience