Consulting Business Analyst

Overview

Senior Manager Business Operations / Recruiter / EA to VP at ITRS

Responsibilities

• Prepare daily, weekly, monthly, and annual contact center reports in Excel and other tools for delivery to our client.
• Become a subject matter expert on the contact center data using NICE InContact CXone for the purposes of creating new report and / or adhoc reports.
• Support the Account Executive and the operations team by analyzing data and troubleshooting processes using data to understand opportunities for improvements and to measure outcomes of changes to processes.
• Listen to recording calls to identify opportunities for improvement both with internal processes and for improved patient experiences.
• Assist the operations team with finding the appropriate reports to meet their needs and to answer questions.
• Collaborate with the contact center workforce management team to assist them with report development and researching opportunities for improvement through use of data.
• Document the contact center reports and data for the purposes of business continuity and the training of new team members.
• Work with the quality assurance and training teams to help identify top errors and make recommendations on how to measure training and quality assurance efforts to ensure they are successful.
• Assist the team with creating staffing models based on historical data for new projects or lines of business.

Required Skills and Experience

Preferred qualifications

Seniority level

Employment type

Job function

Industries

Location

Plymouth, MN

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