The CSO Data Analyst will work with call center related data ranging from: Key Performance Indicators (KPIs), call volume, staffing, average handle time, associate schedules, creating staffing plans, assessing staffing gaps, analyzing staffing variances, providing suggestions to achieve service levels, and other call intelligence reports. This role is responsible for reviewing these data sets and proactively looking for trends in the data that could lead to: process improvements, behavioral trends, operational efficiencies, improvements in customer experience, and improvements in associate / intra-company experience. This role may also be responsible for generating a regular set of reports and more importantly, will be expected to assess these reports and provide upper management with hypotheses and recommendations related to the findings in the data.

RESPONSIBILITIES:

Owns

Generating reports utilized in the decision making process within the call center environment as well as other areas of the company
Working with many sets of data in an undefined environment and suggesting ways and methods of improving the efficiency of call center operations as well improvements in customers’ experience
Trending of implemented solutions to determine the expected financial impacts of the changes and identification of any unexpected changes either positive or negative
Creating a scorecard of changes made with respect to improvements on customer experience or efficiencies gained within the centers; also providing this data to other areas of the company including but not limited marketing, engineering, sale operations, telesales, and financial services
Assessment of data and generation of related hypotheses and recommendations
Identification of patterns and exploring probable rationale for the occurrences of anomalies
Management reports on the condition of the care centers based upon finding in the data
Understanding of all call center KPIs, sales metrics, and systems used to generate and track these figures including the equations used to derive specific calculations
Writing reports within the systems or with data from system extracts to explore and derive meaning from the data sets
Communications to center management explaining key aspects of center performance and deviations from expected results
Being the strategic link between customers and call activities and the rest of the company to assist in the development / upgrades of new products, technologies, and processes


Approves

Assessments of data and related hypotheses
Changes to the reporting systems and equations utilized to derive specific KPIs


Monitors

Center performance
Data Trends and anomalies
System functionality
Report accuracy and relevance
New industry trends
Data Validation

Participates

Quality discussion
Future State strategy discussion


QUALIFICATIONS:
3 to 5 years in prior data analysis position
Bachelor’s degree in statistics, economics, engineering, or other quantitative related field
Masters degree preferred
3 to 5 years previous experience with forecasting and scheduling analysis utilizing Aspect eWFM, eSP, RTA, or other Workforce Management software strongly preferred
Knowledge of ACD systems such as Nortel Symposium, Meridian, and Avaya, which includes proficient application for agent database, reporting, call allocation, and skill-based routing
Understanding of Application and Skillsets, AHT variables, Occupancy Targets, and Service Level metrics required
Understanding of workforce planning tools and principles (e.g. Erlang Models)
Understanding of basic principles of statistics
Proficient with the following systems: SAS, Business Objects and MS Access (DBMS)
Extremely comfortable with technology from the user perspective
Understanding of report writing required
Experience with Windows based PCs, including general office software knowledge required
Excellent oral and written communication skills specifically with executive management required
Must be flexible to work nights and weekends as needed