Data Analyst II – Call Center Reporting

Description

Role Summary

• Must have call center analytics and reporting experience to be considered for this position.

Responsible for measuring and assessing the effectiveness of Customer Care processes and operations through performance reporting, trending and analysis. Analyzes data, identifies trends and produces reports to identify opportunities to drive customer loyalty and support company strategies for serving, solving and selling.

Ensures quality processes and programs are being utilized and are effective by developing performance measurements and communicating performance relative to standards.

• Primary Responsibilities and Essential Functions
• Ensures optimal efficiency by monitoring performance levels, analyzing trends, and providing recommendations for improvement.
• Develop view of individual agent performance across multiple performance factors (e.g., metrics, S2S, customer experience scores, escalations, workforce metrics).
• Perform agent level data analytics, develop outlier management reports for targeted monitoring and results trending reports.
• Document analytics query requirements and develop reporting in designated databases
• Writes reports, creates charts, presentations and timelines in support of department or business operations.
• Identifies, researches, and resolves discrepancies in analytical procedure or cross-functional methods.
• Interprets operational requirements and Methods and Procedures for inclusion in studies and analysis, and to conduct root causes analyses and make recommendations to improve the business processes.
• Provides recommendations for operational efficiencies and process improvements and assists in policy development to support change initiatives
• May write code to automate reports and templates and consolidate data into reports and knowledge.
• Supports capability development within the delivery organization; including reviews, gap assessments and work to source and deliver strategies.
• May develop analytical tools and numerical modeling of complex operations systems and processes

COX – 169

Qualifications

Required

• 2+ years successful experience researching and analyzing qualitative and quantitative data in a related field (Finance, Collections, Business Operations, etc.)
• Solid experience using Microsoft Office Suite applications in a work setting with strong knowledge of Word, Excel and PowerPoint. Successful candidates will need to assimilate large quantities of data in pivot tables and macro automation in Excel.
• 2 + years of experience using a workforce management software, Aspect ewf, IEX, Blue Pumpkin.
• Proven aptitude for math and analytics
• Solid understanding of call center operations, particularly workforce management.
• Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative, allowing candidate to work effectively with teams throughout organization

Preferred

• BA/BS in a related field (i.e. Finance, Marketing, Business, etc.)
• Education and/or 2 years of experience in data mining, working with large data sets, and recommending innovative analytical solutions
• Experience working in telecommunications industry
• Experience working in a Customer Care or Call Center environment
• Familiarity with Cox systems – ICOMs, OBIEE, Customer Listening Engine, etc.
• Familiarity with database tools such as Access, SQL, Oracle, SAAS.
• Demonstrated experience communicating with and influencing higher level leaders
• Project management experience preferred.

COX – 169

Your Career at Cox

From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.

Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.

Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: http://www.cox.com/ .

Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.

Organization: Cox Communications, Inc.

Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: 2017-04-12