Contact Center Analyst Jobs

Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience

Perform call monitoring and provide trend data to management team

Provide feedback to contact center supervisors and management

Identify and report technical/contact center issues to appropriate IT group and/or Contact Center management

Strive to improve the customer experience

Analyze data and make decisions on where to focus client experience improvement efforts

5+ years of experience in product or operations management experience showing progression/promotion within the tech or financial services industry

Deliver quality deliverables and manage to aggressive timelines, managing concurrent priorities and projects.

Manage relationships with external partners, including vendors and consultants, to ensure that the organization has access to the necessary stakeholders.

Experience in the financial services industry, preferably in a banking or lending environment

Strong analytical and problem-solving skills, with the ability to synthesize complex data into actionable insights.

Excellent communication and interpersonal skills, with the ability to communicate complex concepts to non-technical stakeholders.

Education, Knowledge, Skills and Abilities Required

Education, Knowledge, Skills and Abilities Preferred

Must have good time management skills.

Manage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthly.

Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.

Minimum of 3 years of call center experience OR current Patient Access Center team member

Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).

Benefits of frontline Managed Services include:

Provides opportunities for job progression, future roles and the skills needed to advance

Fosters an environment where you can continue your learning

Current career paths include IT Administration, IT Systems, IT Security, Enterprise IT, Cybersecurity

Medical, Dental, Vision, and 401K available

Experience and/or education in Windows OS, service management software, e-mail, voicemail, internet/intranet, cell phones, desktop support, preferred

HDI-Support Center Team Lead; HDI-Knowledge Centered Support; CompTIA Security+; MCP; CCNA or other related certification is a plus

Must be able to work the normal business hours as set by management for the team that Family Member supports

Develops and refines the Contact Center’s Knowledge Base, Work Instructions and Standard Operating Procedures related to all technical issues and technology.

Assumes additional responsibilities as assigned

High school diploma/GED equivalent or equivalent work experience

Highly organized, results-driven, with exceptional attention to detail with great end-to-end program management

Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application consultants

Experience working with product managers, engineering, and sprint cycles

Manage multiple competing priorities through effective organization and communication

5+ years of experience in system analysis, design, and implementation

3+ years of experience working with contact center systems and CRMs (Zendesk, Kustomer, Five 9, Genesis, etc.)

Strong project management skills, including experience managing projects across departments

Supports strategic direction for Contact Center and Customer Experience Planning organization through measurement and analysis of key performance metrics.

Bachelor’s degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training

Experience with data extraction tools and methods (SQL, SAS, Python, etc.)

Experience using internal data warehouse’s (e.g. Mosaic) for data manipulation, extraction, analysis, and reporting

Experience with data visualization software (Tableau or PowerBI)

Desired Knowledge, Skills And Abilities

Knowledge of and experience with contact recording systems

Ability to effectively communicate orally and in writing with co-workers and management team

Minimum of six months contact center agent experience

Minimum of one year contact center quality monitoring experience preferred

Provide unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledgebase, and standard operating procedures (SOPs)

Contact Center Performance Management experience

Ensure sites have efficient processes for information dissemination and testing agent knowledge

Bachelor's degree or 4 years of relevant work experience

2 years of experience in contact center

Strong analytical and problem-solving skills

Strong written and verbal communication skills

Provide tier 2 support of incident management. This includes any incident trending over time. Participant in any high critical incidents.

Provide innovation to business areas and contribute to improve their operational processes by advising how to adopt call center technologies.

Perform other duties as assigned

Performance management experience preferred, including the ability to provide balanced feedback, navigate difficult conversations, and collaborate with others.

Familiarity with customer contact support systems, customer management systems, restaurant systems (i.e., Point-of-Sales systems), IT systems, etc., preferred.

Create reports for support center managers to provide additional coaching, as needed.

Contribute to the monthly impact summary report for support center managers, summarizing ticket quality analysis, and identifying situations to improve service.

Review knowledge resources to provide feedback to technical writers.

1 – 3 years’ experience as a trainer, coach, or training facilitator, preferably in a call center environment.

Minimum three years contact center / workforce management experience, or

Utilize the Workforce Management (WFM) to create schedules with optimal coverage

Interpret data to help management make decisions about organizational structure, workflows, or resource allocation

Generate reports/create dashboards of activity to share with upper management

Manage the system’s build to ensure that users, skill routing, hours of operation, and other admin functionalities are operating efficiently.

Equivalent combination of education and experience

Provide high-level requirements definitions, workflow diagrams, and other technical documentation for call center system and process enhancements.

Other job duties as assigned.

Two years of Contact Center operations experience with outbound/inbound auto-dialer campaign facilitation (preferably NICE InContact) are required.

Demonstrated understanding of contact center/collection systems with direct knowledge of related practices and principles is required.

Two years of business analysis and/or reporting experience are preferred.

Continuing Education allowance & MED hours for eligible positions

Work cross-functionally with IT, Compliance, Change Management and other teams to support the launch of new system features

Experience working cross-functionally between operations and technical teams to write business requirements

Manage and document contact center phone configurations for all workflows and lending partner launches

Create and work with stakeholders to get sign off on requirements that specify how new tools and features should work

Experience configuring telephony, collections, or similar contact center systems

Experience working with cross-functional teams and understanding the the cross-functional and business implications of decisions

Ability to effectively communicate with co-workers, peers, and management through written and verbal communication

Must have strong experience the areas of staff development and direction, training, quality control, and document preparation.

Conduct daily quality assurance reviews of CSR calls

Provide QA scores and feedback to leads for it to be delivered to CSRs

Resolve any complex quality assurance disputes arising from completed QA questionnaires

Help QA Supervisor in facilitating and leading weekly QA calibration sessions

Adhere to job specific abuse risk management responsibilities

Attend/complete required abuse risk management training

Must have Associational –wide knowledge of all Branch operations to answer questions of the members and/or guests.

Utilizes Y computers with skill and proficiency.

Minimum two years of experience in customer service environment.

Exceptional verbal communication skills, specifically proper phone etiquette.

Demonstrated strong organizational, time-management, and oral and written communication skills

Requires solid interpersonal skills with the ability to work with both management and staff employees

Real-time Work Force Management experience

Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching.

Associates degree and 3+ years of call center customer service and/or sales experience with emphasis on quality improvement

3+ years of Quality Assurance Analyst experience in a call center environment

Create internal reports for the team to help manage everyday operations.

Bachelor’s Degree, preferably in Finance, Accounting, Economics, Math or Statistics.

Experience with MS Outlook, MS Excel, & MS Word

Create and maintain standard reporting for clients using Business Objects or client-specific Cloud software tools.

Complete ad-hoc reporting for clients as requested/needed.

Previous work in a utility environment or A/P environment is helpful.

A competitive starting hourly rate of $15.00 - 16.50+; depending upon experience, plus Monthly Incentive Plan based on your individual performance

**This is a remote position, but candidates must live within our territory**

At AAA, your success is our success. What we can offer you:

Paid Time Off (almost 4 weeks the first year)

401(k) plan with employer match up to 7%

Medical, Dental, Vision and Prescription coverage

Ensure all policies and procedures are adhered to and communicate any known infractions to the proper management immediately.

NYC Health and Hospitals offers a competitive benefits package that includes:

Ensure all QA Analyst reporting, and communication requirements are met.

Performs other related duties as assigned by Contact Center Training and Quality Manager or Sr Director, Contact Center Shared Services.

Strong organizational skills, meets deadlines and carries out duties efficiently.

Experience with creating or compiling reports using various sources of data.