Call Center Data Analyst

Call Center Data Analyst

Job Details

Job Location

Chicago, IL

Position Type

Full Time

Education Level

High School/GED

Travel Percentage

Negligible

Job Shift

Day

Job Category

Admin - Clerical

Job Description

STATEMENT OF PURPOSE : We are in search of a detailed-oriented and analytical professional to join our team as a Call Center Analyst with a focus on pricing and reporting. This role involves delving into data to underpin pricing strategies for new contracts while concurrently offering crucial reporting support to existing call centers. The ideal candidate will possess a solid background in call center operations, pricing analysis, and a talent for generating insightful reports.

As a Data Analyst, you will play a pivotal role in supporting business users by delivering analytic insights to facilitate well-informed decisions across various initiatives. Your responsibilities will include contributing to the development of analysis approaches and methodologies, identifying data sources, and defining or creating variables necessary for comprehensive data evaluation. Key tasks involve aiding ongoing projects and supporting new initiatives to uphold data integrity and ensure a thorough assessment of business issues.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Analyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains;

• Provide regular and ad-hoc reports to clients and internal stakeholders;

• Maximize staff schedules to align with historical call trends;

• Create forecasting models to determine capacity requirements for multiple call centers with varying KPI's;

• Support business users by providing analytic insights to aid in strategic decision-making;

• Collaborate with telephony vendor and call center leadership to lead the implementation of a new Work Force Management system;

• Work with call center leadership to implement data-driven processes and solutions which will result in improved efficiencies;

• Develop and maintain reporting tools and dashboards to track key performance indicators (KPIs);

• Provide recommendations for adjustments to staffing levels based on historical call volumes and service levels;

• Assist in the development of long-term and short-term capacity plan based on business needs and growth projections;

• Conduct cost analysis and profitability assessments to inform client pricing decisions;

• Collaborate with clients to understand reporting requirements and expectations;

• Design, develop, and maintain client-specific reporting solutions tailored to meet their unique needs;

• Ensure the accuracy, completeness, and timeliness of client reports.

CORE COMPETENCIES:

• Customer Focus - Strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.

• Managing Vision & Purpose - Leads effectively by translating the organization's vision, mission and strategic objectives into challenging but attainable goals.

• Developing Team Members - Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.

• Team Work - Builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.

• Integrity & Trust - Acts in accordance with the highest standards of ethical conduct and behavior.

• Problem Solving - Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.

• Safety - Demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.

• Work Environment - This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

SKILLS AND EXPERIENCE REQUIRED:

• Proven working experience as a Call Center Analyst, or Business Operations Data Analyst;

• Technical expertise regarding data models, data mining and segmentation techniques;

• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc);

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy;

• Adept at queries, report writing and presenting findings;

• BS in Mathematics, Economics, Computer Science, Information Management, Finance, Business Administration or Statistics.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 10 days paid vacation

• 12 paid holidays

• 6 sick days accrued over the year, up to 16 days available to be accumulated

• Insurance Eligibility the 1st of the month after 30 days of employment

• Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered

• Short/long term disability

• Life insurance 2x salary

• Employee recognition events

• Company matched 401(k) plan

• Reasonably priced delicious food options on site (except at Glenview location)

• Access to micro-kitchens

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service .