What are the responsibilities and job description for the Lead Data Analyst (FULL REMOTE) position at iASK Consultancy?
Top Reasons to Work for my Client:
- Generous benefits and positive workplace culture.
- Paid training
- Amazing culture which rewards success
- Base salary plus monthly bonus
- Comprehensive benefits – medical, vision, dental, paid time off
- Nicotine free environment
- Company matched 401K and pension plan
- Manager is well-liked and respected by his team.
Responsible for short term goals and strategic objectives for the Contact Center, Operations and Marketing in regards to process enhancements and staffing/production impacts. Conducts organizational process and staffing reviews to identify strengths, weaknesses and opportunities. An expert in process management who identifies, analyzes and implements process improvements that affect profitability, growth and productivity in the organization. Leads and directs the work of others in the Workforce management team as needed.
What you will be doing:
- Provides expert advice, guidance, and counsel to business leaders for refining and improving business processes. Examines performance and processes to understand their impact on people, strategy, systems and general business operations. Presents multiple solutions along with financial and non-financial impacts via reports and formal and non-formal presentations.
- Subject matter expert for interaction routing and profile management; recommending financial and non-financial strategic alternatives and developing and maintaining the operational plans to meet KPI’s. Works with Contact Center, Operations and Marketing senior leaders to ensure interaction routing processes meet business objectives and create process improvements supporting continued growth and improvements.
- Leads workload forecasting for the Contact Center and Operations; a business expert understanding how Marketing strategies will impact the Contact Center and the Operation team’s workflows. Communicates the workload impacts to the departments; investigates forecast abnormalities, causal factors and leads the creation of contingency planning to manage workload.
- Supports Manager with short term and long-term staffing forecasts for Contact Center and Operations through recommendation and implementation. Provides manager and senior leadership with analytical insights and recommendations related to workload trends, staffing requirements, including recruiting/hiring and overtime strategies.
- Develops, produces and distributes audience-relevant reporting to/for supervisors, managers and executive staff related to WFM Operations, Predictive Dialer operations, compliance and staffing needs.
- Provides mentoring to current team members to help develop technology and analysis skills. Fills in for Manager by representing the team in meetings with members of the Contact Center leadership, Operations and Marketing.
Experience you will need:
- Three-plus years of experience creating and presenting reports, forecasts, trends and recommendations to management team.
- Experience in a high volume call center environment is a HUGE PLUS!
- Proven experience analyzing, interpreting and summarizing complex data.
- Proven experience leading and executing projects.
- Proven experience developing and presenting reports, forecasts, trends and recommendations to the team and senior management.
- Proficient in Microsoft Transact – SQL.
- Strong knowledge of Microsoft products including Word, Excel, Access and PowerPoint.
- Understanding and functional usage of telephony technology including, but not limited to, phone line messaging and routing, skills-based routing, KPI reporting and scheduling.
- Location: Must live in IN, WI, FL, NC, SC, GA, TX or MI
Job Type: Full-time
Pay: $64,000.00 - $95,000.00 per year
Schedule:
- 8 hour shift
Experience:
- SQL: 1 year (Preferred)
- Data analytics: 1 year (Preferred)
Work Location: Multiple Locations
Salary : $64,000 - $95,000