Workforce Data Analyst

Immediate need for a talented Workforce Data Analyst. This is a 12 months contract opportunity with long-term potential and is located in San Diego, CA(Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job ID: 26-00607

Pay Range: $40 - $46/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Leverage existing tools to inform the business on the current state of issues impacting Customer Success, and the status (both current and trended) of key performance indicators for contact queues to a variety of stakeholders
• Develop insights and ad-hoc analyses to understand root causes, develop forecasted outcomes, and meet business needs intraday
• Lead cross-functional initiatives to optimize performance for the near term, short term, and medium term time horizons
• Effectively communicate and interact with Sr Leadership to create awareness on any relevant root causes and build confidence in intraday efforts to reach effective business solutions
• Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

Key Requirements and Technology Experience: 

• 3-5 years experience with Contact Center operations
• Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)
• Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)
• Strong interpersonal skills and ability to work well in dynamic & matrix team environments
• Experience with analytics to understand, manipulate and report data in an impactful way
• Ability to work independently and navigate ambiguity

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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