Staffitnow Presents!
Job Title: Call Center Business Analyst with ACD
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Description
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Call Center Business Analyst
REQUIRES:
BS in related field or equivalent combination of education and work experience.
2+ years SQL server or ODBC client/server development.
2+ years of proven ACD contact center report development and data analysis (SQL query, OLAP/Cubes, Business Objects/Crystal Reports recommended).
Understanding of contact center systems (Aspect, Avaya, Nortel, Cisco, preferred).
Experience with Root-Cause, Six Sigma, or other analytical disciplines is beneficial.
Knowledge of database creation/management and ASP language a plus.
Well developed analytical and creative problem solving skills.
Experienced with PC and MS Office tools.
Responsibilities:
Partner with Telecom team to drive reporting environment change and the migration of all subsystem functionality into data warehouse.
Develop strong relationships with primary business partners and with data suppliers.
Support leadership by managing projects that require the assessment of reporting and information necessities.
Assist leadership in identifying issues that may adversely affect customer service performance.
Perform on-going analysis of performance of supported contact center functional areas in key metrics and other operational metrics to spot trends, track variance, and identify challenges and opportunities.
Utilize a variety of database software techniques to produce various media tools such as: reports; charts; graphs; lists; labels; and memos with exposure to SQL Server, Crystal Enterprise and Oracle and Access databases.
Assure database and report correctness by checking data accuracy, applying reasonable checks, and maintaining audit trails.
Research new technologies and look for new alternatives to enhance reporting capabilities.
Create and manage documentation supporting the reporting environment.
Mentor and coach others on the team and within the business as required.
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