Data Analytics Specialist

Job Description

In this role you will be instrumental in identifying and developing solutions that drive work load reduction, improved Contact Rate, and overall goal attainment across Customer Service. This individual will be heavily engaged in large amounts of structured and unstructured data, with the ability to interpret, analyze, and develop accurate reporting that clearly depicts areas of opportunity to leadership and stakeholders. The ideal candidate will thrive both individually and as a team player with the ability to transition quickly into projects as needed.

• Develop and enhance unstructured data sources (Voice calls, Chat interactions, Social Media interactions, other) to identify key business drivers, gain valuable actionable insights business improvement opportunities.
• Ad hoc, work load reduction analysis, and reporting leveraging information from varied sources including: Verint Speech Analytics, Clarabridge, Enterprise Data Warehouse for transactions, customer segmentation, Sales channel to provide well-rounded business insights and recommendations for action designed to drive improvement that leads to increased productivity, cost savings, Customer Service performance and growth
• Assess and analyze improvement opportunities to eliminate redundancies and inconsistencies in Customer Service across the enterprise and leverage resources to align to the new standards and close the gaps.
• Utilize data mining and call listening to evaluate, analyze and critically inspect performance/trend results.
• Builds cross-functional relationships to obtain insights, share analysis, and be alert to emerging trends within all aspects of the business as they relate to Customer Service.
• Derive recommendations for complex problems based on sound analysis, detailed auditing, and business needs.
• Partner with National CS Reporting and Tools and National CS Technology teams to drive business improvements and enhancements to current processes, systems, tools and reports as relates to Contact Rate and other work load reduction functions.
• Ability to present data, insights, and recommendations to all levels of the business.
• Ensures projects are conducted using quality principles and appropriate development methodologies.

What we re looking for.

You enjoy the challenge of turning data into valuable insights. You re highly analytical and can turn complex data into easily understood actionable information. You flourish in a fast-paced environment and can quickly adapt to changing priorities. You ve got exceptional critical thinking skills and like to uncover solutions. You are flexible, dependable and work well individually and as part of a team.

You ll need to have:

• Bachelor s degree or four or more years of work experience.
• Four or more years of relevant work experience.
• One or more years of HQ, Area, or Call Center operations experience.

Even better if you have:

• A degree in computer science, information systems, analytics, or a business-related field.
• Experience with analytics.
• Leadership experience.
• Worked as part of a team for data collection and analysis.
• Advanced Excel and PowerPoint skills.
• Experience with building data visualizations; presentation of data to tell the story .
• Tableau experience.
• Detailed knowledge of Speech Analytics.
• Knowledge of Contact Rate and other Customer Service KPI s.
• Passion to achieve deadlines while maintaining integrity of data.
• Ability to communicate complex information to a diverse audience.
• Bilingual Spanish
• Strong working knowledge of ACSS, Verint, and InfoManager.
• Demonstrated Excel and PowerPoint skills.
• Ability to efficiently manage multiple projects with a strict focus to detail.
• Experience with SQL (Teradata).

Keyskills :
acquisitionbusiness strategy clusteringdirect mail directioncall center operations call centerdata mining