Call Center Analyst

  • Company Division: Mom's Meals NourishCare
  • Minimum Education: HS Diploma or equivalent required
  • Job Function: Customer Care
  • Job State: IA
  • Email To:
  • Employment Type: Full-Time, Salaried
  • Minimum Experience: Previous work-related experience preferred
  • Certifications: Proficient in SharePoint and Microsoft Office Suite
  • Required Travel: None
  • Job City: Ankeny
  • Job Zip: 50021

Job Description:

This position is responsible for reporting and analytics for contact center operations. This includes both the development of new reporting, automation of existing reporting, and analysis. 

•Creates and distributes operational and quality reports to the Customer Care leadership team
•Provides analysis of data to identify trends and strategic opportunities 
•Automates existing reporting through existing or new software tools/reporting packages 
•Provides ad-hoc data on demand to support strategic initiatives
•Monitors the accuracy and quality of reporting deliverables and looks to drive continuous improvement
•Other projects / duties as assigned

Job Requirements:

•Bachelor’s Degree or equivalent education and experience
•Advanced skills in Microsoft Excel are required 
•Proficient in SharePoint and Microsoft Office Suite, including PowerPoint and Outlook
•Familiarity or past experience with R Studio, SQL Services, SAS, or Python
•Experience with ERP/CRM software or Microsoft Dynamics CRM a plus
•Prior experience with Contact Center analytics or metrics a plus
•Ability to multi-task and handle numerous assignments simultaneously
•Strong attention to detail, must be able to provide reports with a high degree of accuracy
•Highly analytical, must be able to provide sound recommendations to leadership based on evidence and fact
•Excellent verbal and written communication skills 
•Ability to work well in a team environment, including being a productive member of a project team
•Proficient in data visualization and able to consider multiple approaches to finding a solution.
•Professional, positive, and enthusiastic attitude
•Ability to quickly learn and adapt; must be interested in continuous education to take advantage of emergency trends in new software/technology
•This role does not directly supervise any employees 
•Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time

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Contact Center Analyst
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