We are seeking a detail-oriented Contact Center Analyst to provide insights, reporting, and operational support that drives performance across our contact center. The ideal candidate combines strong analytical skills with a deep understanding of contact center operations, KPIs, and customer experience drivers. This role is crucial for translating data into actionable recommendations that optimize staffing, routing, and overall operational efficiency.
Roles and Responsibilities
- Analyze and monitor contact center KPIs, including routing efficiency, staffing levels, adherence, quality metrics, and customer experience drivers.
- Build, maintain, and automate real-time and historical reports, recurring scorecards, and executive-ready summaries.
- Perform data reconciliation and validation to ensure accuracy and reliability of reporting outputs.
- Work with middleware platforms to understand routing logic, agent desktop workflows, integration points, and routing outcomes that affect operations and reporting.
- Leverage Avaya contact center reporting concepts including queues, skills, routing outcomes, call classifications, and operational impact of configuration changes.
- Partner with operations, workforce management, and leadership to identify trends, root causes, and improvement opportunities.
- Support process optimization initiatives by providing actionable insights from data analysis.
Qualifications
- Strong understanding of contact center operations, KPIs, and performance drivers.
- Proven experience building reports, scorecards, and executive summaries using operational data.
- Advanced Excel skills; comfortable with reporting tools, data extracts, and dataset reconciliation.
- Knowledge of middleware platform concepts, routing logic, agent workflows, and integration touchpoints.
- Familiarity with Avaya contact center reporting concepts, including queues, skills, routing outcomes, and operational impact.
- Excellent analytical, problem-solving, and communication skills.