The Reporting Analyst is responsible for working with data related to inbound and outbound call, email, and interactive voice response (IVR) across the contact centers to perform analyses, identify trends, create reports, and communicate insights that inform individual business line contact centers for strategy, planning, and execution.
This role is a great opportunity for someone who loves data and business intelligence to share their deep insights of the call center industry to inform business leaders of current trends, key performance indicators and statistical relationships which lead to important actions and decision making, such as staffing levels, IVR changes, and vendor management.
While we are a close and collaborative team, this role requires a high percentage of independent work and the opportunity to present that work to business leaders within the organization. This is a full time position with a flexible schedule, subject to business needs and provides the opportunity to occasionally work remote once trained and in good standing. Additionally, there is opportunity to work overtime as business needs dictate. LTC Partners employees enjoy access to our fitness center and onsite café, with employee discount, among other perks.
2+ years’ experience with enterprise level call center management software (Avaya, Cisco, Noble etc.). Education, coursework, or equivalent professional experience in statistics, trend reporting, or other quantitative discipline. 2+ years’ experience in call center operations support role and/or reporting / data analyst. Ability to extract data to devise management information reports. Thorough knowledge of call-center best practices, including reporting and proven track record of managing to service level objectives. Understanding of telephony / telecom terms and technology. Must possess excellent organizational and communication / escalation skills. Ability to multi-task and handle additional responsibility as well as adapt quickly to changing priorities. Must have excellent attention to detail. Excellent interpersonal, telephone, and written communication skills. Must be able to work independently and as part of a team.
Must possess a high degree of tact, diplomacy and professionalism when dealing with co-workers and potential clients. Ability to work under pressure in a high call volume call center. Must uphold confidentiality. Ability to identify and implement call center best practices and serve as a role model for the customer service agents. Ability to create and implement policies and standards aligned with the goals of the department. High school diploma or equivalent is required.
Experience with Genesys PureConnect Cloud. Prior experience with workforce management software preferred; specifically NICE IEX. Prior experience working with remote call center locations and/or experience working with a large call center vendor preferred. Prior experience pulling, manipulating, integrating, and managing data sets from various call center infrastructure models (including “on prem”, “hosted”, and “cloud based” infrastructure models) preferred.
LTC Partners is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.