Contact Center Analyst

Job Category

The Contact Center Operations Analyst will be accountable for analysis of all metrics revolving around the homeowner conversations with our agents. The analyst will help ensure data quality, drive conversion, and profitability positively. Modernize Home Services’ contact center communicates with millions of homeowners annually and is looking for the right person to help achieve a first-class experience for homeowners and contractors alike.

Responsibilities

• Evaluate current processes, documentation, and reports to improve upon meeting ongoing goals and objectives.

• Identify trends and educational opportunities and relay findings accordingly.

• Collaborate with the Operations Manager in the Philippines to evaluate agent performance jointly.

• Communicate with supervisors and provide feedback needed to properly document agent and campaign performance.

• Assist with trend reporting to identify best practices and development areas.

• Participate in internal calibration sessions for all departments as needed.

• Communicate directly and regularly with members of the management staff in the Philippines.

• Prepare and present metric review meetings and reports using a variety of informational sources (database, Five9 reporting, Tableau) and data storytelling skills for varying audiences, including upper management and agents.

• Establish an ongoing process to maintain an even and consistent delivery of evaluations and feedback utilizing the available tools and reports.

• Create agent performance reporting and dashboards.

• Synthesize actionable insights that drive the performance of call center agents and management. This includes gathering requirements, assisting in the design and deployment of deliverables (such as individual, team lead, and departmental scorecards, call audits, and leadership dashboards), and developing needed action plans.

Requirements

• Bachelor's degree in Data Analytics, Economics, Finance, or equivalent work experience

• 5+ years of working experience with analytics and Workforce Management in a contact center environment

• Experience using broader company data to provide business analytics

• Experience with contact center automated dialing platforms; strong preference for Five9

• Intermediate to advanced level of knowledge call monitoring technology including speech analytics (preferred)

• Advanced level of knowledge in excel (pivot tables, VLOOKUP, Macros is a plus)

• Proven experience in improving contact center programs

• MySQL advanced experience, preferred

• Tableau intermediate experience, preferred

• Experience with accessing databases/data warehouses, data visualization within a contact center environment is a plus

• Experience working in or collaborating within an Agile environment, including creating and maintaining Jira tickets and Confluence pages (experience building Jira dashboards and roadmaps a plus)

Who you are:

• A+ Communicator: The ability to speak and write to a high standard is crucial. You will often have to present innovative ideas and insights to various audiences and learning styles.

• Analytical and Curious: You enjoy looking at data from all angles to extract the best solution possible for a given problem.

• Collaborative: You recognize that data is only useful when it is actionable and understood. You want your team to improve based on your findings and engage in the necessary conversations to make that happen.

The expected salary range for this position is $50,000 USD to $70,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.

#LI-REMOTE