What are the responsibilities and job description for the Data Analyst Contact Center position at HAWAIIAN TELCOM?
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
Job Purpose
This position is responsible for working with call, email, IVR, and other customer contact related data to perform analyses, identify trends, create reports, and communicate insights that drive decision within contact center planning, and execution.
Essential Functions
- Administer contact center reports and dashboards related to center KPIs, Capacity Trending/Forecasting, Appointments Trending/Forecasting, Install/Repair Intervals, FTE alignment and other Operational metrics
- Administer agent-level reporting and insights, including contact statistics and performance-related metrics
- Perform data mining, analysis, and reporting in support of the contact center, product, sales, and market teams
- Perform various statistical analyses using data drawn from diverse sources to map and identify trends and relationships
- Identify data quality and consistency issues and work with other teams in order to improve data collection and processing
- Manage ad hoc reporting requests and effectively prioritize the work based on the business needs by extracting request requirements and needs of the customer, while anticipating the future needs of the business
- Identify opportunities and implement processes and automation that streamline and standardize report development
- Works cross-functionally with business owners and contact center vendors in support of defining data requirements and deliverables
Education
- Four years of College resulting in a Bachelor's Degree or equivalent
Experience
- 6 to 7 years of contact center experience
- Strong understanding of Contact Center technologies/infrastructure and related data elements
- Strong analytics and reporting experience
- Telecommunications industry experience preferred
Special Knowledge, Skills, and Abilities
- Ability to complete projects and achieve results in an ambiguous work environment
- Excellent planning and organizational skills
- Experience with Excel, Word, and Sharepoint
- Experience with SQL, SAS, and Tableau preferred
- Demonstrated problem solving and communication skills
- Strong oral and written communication skills
Supervisory Responsibilities
No Supervisory Responsibility
