KOBIE Data Analyst - Contact Center Salary in the United States

Analyst - Kobie Contact Center 

Who You Are + What You'll Do:

As a Business Analyst supporting Kobie's contact center operations, you are responsible for analyzing and evaluating performance metrics, resource allocation, and line of business revenue/cost contribution. You will map key metrics against the contact center's operational plan, contractual SLAs, and tactical/strategic goals to ensure alignment and focus. 

You will create and facilitate reporting - automating where appropriate - to evaluate initiatives and drive operational efficiencies. Our ideal candidate brings a passion for innovation through data and analytics, and streamlining process. 

Your Day to Day: 

• Maintain tracking and reporting for designated client(s), including: 
  • Weekly performance stats, and weekly operations report
  • Weekly calibration calls
  • Weekly Tier I huddle information
  • Monthly call quality performance reports
  • Monthly operations call forecast report
  • Quarterly business review report
• Create and maintain operational reporting tools that are used to identify trends and opportunities, and recommends changes to stakeholders (to include contact center leaders and client services team.
• Create and maintaining reporting processes for agent-level performance detail needed to inform agent training, evaluation, and bonus programs.
• Consolidate data reports and deliver information to drive data-based, strategic decision making. 
• Partner with contact center4 leadership to administer and support the quality measurement evaluation platform.
• Develop and maintain documentation for Kobie's quality and performance management standards, operational processes, and PCI compliance. 

Knowledge, Skills and Experience to be successful in this role: 

• At least 1-3+ years of related contact center metrics/analytics experience
• Strong ability to self-manage and work independently 
• Works seamlessly with a large and diverse team, using a variety of technology tools, best practices, and management techniques to maximize communication and team effectiveness.
• Comfortable and a "team player" in the midst of shifting schedules as needed to support business needs. 
• Motivation to learn and grow in the role, including personal development, identifying skill gaps, building and implementation a plan with direct leader.
• Strong written and verbal communication skill, including presenting to small and larger internal and external (client) groups. 
• Consistent and punctual, able to support contact center operations as needed on nights and weekend as necessary.
• Advanced/demonstrated proficiency in Microsoft Excel/MS Suite, Powerpoint, as well as Jira/Confluence, Verint, and Five9 and other Kobie platforms
• Unwavering commitment to accuracy and a focused attention to detail 

Education: 

• Bachelor’s degree preferred