THE CHICAGO LIGHTHOUSE Call Center Data Analyst Salary in the United States

Job Details

• Collaborate with sales and business development teams to understand client requirements and contract expectations.
• Utilize historical data and forecasting models to develop competitive and strategic pricing strategies for new contracts, including the development of a standardized pricing model.
• Conduct cost analysis and profitability assessments to inform pricing decisions.
• Analyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains.
• Provide regular and ad-hoc reports to stakeholders, including recommendations for performance enhancements.
• Work with programmers, engineers, and management heads to identify process improvement opportunities, propose system modifications, and devise data governance strategies. 
• Support business users by providing analytic insights to aid in strategic decision-making related to call center staffing and service levels.
• Collaborate with telephony vendor and call center leadership to lead the implementation of a new Work Force Management system. In addition to working with call center managers, supervisors, and workforce management teams to implement data-driven processes and solutions.
• Develop and maintain reporting tools and dashboards to track key performance indicators (KPIs).
• Provide recommendations for adjustments to staffing levels based on service level trends.
• Assist in the development of long-term and short-term workforce plans based on business needs and growth projections.
• Collaborate with clients to understand reporting requirements and expectations.
• Design, develop, and maintain client-specific reporting solutions tailored to meet their unique needs.
• Ensure the accuracy, completeness, and timeliness of client reports.

• Customer Focus – Strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
• Managing Vision & Purpose – Leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
• Developing Team Members – Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
• Team Work – Builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
• Integrity & Trust – Acts in accordance with the highest standards of ethical conduct and behavior.
• Problem Solving – Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
• Safety – Demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
• Work Environment – This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

• Proven working experience as a Call Center Analyst, Data Analyst or Business Data Analyst
• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Strong knowledge of and experience with reporting packages (Business Objects, etc.), databases (SQL, etc.), programming (XML, Javascript, or ETL frameworks)
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, etc.)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• BS in Mathematics, Economics, Computer Science, Information Management or Statistics

• 10 days paid vacation
• 12 paid holidays
• 6 sick days accrued over the year, up to 16 days available to be accumulated
• Insurance Eligibility the 1st of the month after 30 days of employment
  • Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
• Short/long term disability
• Life insurance 2x salary
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)
• Access to micro-kitchens