Senior Operations Data Analyst, Call Center Operations
$10-$17 Per Hour(Glassdoor est.)
Summary


Independent contributor role that uses expert skills in process, strategy, data mining concepts, analytics and technology to analyze data and make recommendations to drive improvements to operational and retention metrics, reporting, strategy and customer experience.

Package


If you are looking for an EXCITING place to work with a GROWTH-ORIENTED company, then Comdata is for you!
Competitive compensation
Development and internal growth opportunities in Nashville, Brentwood, as well as globally
Benefits on the first of the month following your hire date
Automatic enrollment into the 401k plan within your first thirty (30) days with Company match
Fun work environment with team building events, contests with awards and prizes
Company picnics, lunches and holiday celebrations throughout the year
Daily on site lunch option with various restaurants
On-site breakroom and lunch area with a marketplace to purchase snacks, drinks, and meals
Community support with both local and national organizations
Health programs such as Weight Watchers and Gym memberships paid for by the company
Cellular, rental car, banking, and Regal movie theatre discounts
Robust PTO policy including: major holidays, vacation, sick days, and personal days
Philanthropic support with both local and national organizations
Main Responsibilities
Maximizing use of current tools, reports and programs as well as using technological creativity and know-how to automate manual reporting/tools and development and creation of new reporting/tools.
Initiate and/or manage call center data process improvements.
Create new reports or manage existing reports on Salesforce and Tableau.
Manage cross functional activities related to large-scale call center analytic projects to deliver on schedule with superior quality.
Work with Senior Leadership and Business Partners (when applicable) to provide data, insights and recommendations to build strategy around driving use of technology and tools by call center leadership.
Collaborate with Senior Leadership to understand their data analysis needs, explain trends in data and actively drive further research and/or operational changes within in the call center to meet service goals, meet cost goals and provide our customers an excellent customer experience.
Manage and Administer Verint Scorecards and Reporting.
Manage and Administer Call Center Incentive Program.
Manage other systemns/tool implementation as needed.
Work with front line Call Center Management to develop them into expert users of call center technology and self- serve tools.
Regularly assess/analyze call center service goal performance relative to how agents are grouped to take inbound calls and make recommendations for change based on business need, new products, changes to how to currently do business to drive more efficient call processing and better customer experience.
Provide tutorship or act as mentor to junior analysts.
Ideal Candidate
Bachelor's Degree in Mathematics, Finance, Business, Computer Science, Statistics
Call center experience and ability to demonstrate understanding of call center KPI metrics
Familiarity with the Verint Workforce Management or similar workforce management applications a plus
Familiarity with Salesforce and Business Intelligence tools like Tableau
Expert computer skills, including advanced knowledge of Word, Excel and Access
Excellent and demonstrable knowledge of various statistical analysis methods
Excellent and demonstrable customer service skills that build high levels of customer satisfaction
Excellent and demonstrable verbal and written communication skills
Effective and demonstrable people skills and sensitivities when dealing with others
Ability to work effectively in both an independent and a team environment and demonstrates flexibility in approach to work, people, processes
Able to direct the definition, implementation and integration of statistical and data analysis principles
Able to extract data from large scale databases or applications to create custom datasets, models or reports
Project management experience for this type of work a plus, but not required
Relies on extensive experience and judgment to plan and execute goals, needs little direct supervision
A wide degree of creativity and latitude is expected
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