Contact Center Analyst

Overview:
**What's the role?**

As the Contact Center Data & Systems Analyst, you will be responsible for defining and analyzing processes to ensure service level and abandon rate targets are met. You are also responsible for Contact Center KPI analysis and reporting and to use those metrics for strategic changes to ensure service level attainment and data accuracy. Role is in charge of administering contact center systems. This entails managing accesses to agents across all platforms (voice and non-voice), developing systems routing strategy to ensure the most appropriate interactions handling, and using system deflection capabilities to maximize digital containment of interactions. Role also oversees continuous intraday monitoring of call volumes and patterns in order to elevate potential customer impacting issues to appropriate departments for triaging

**Responsibilities**:
**How can you add value?**

**Essential Duties and Responsibilities, but are not limited to the following**:

- Monitor real-time consistency statistics and completes forecasting/planning, helping to ensure Customer Service Representatives (CSR’s) are active and productive during scheduled hours while monitoring breaks/lunches.
- Monitor unscheduled PTO calls/tardiness, etc., enters real-time exceptions into the workforce management tool (Absence, Tardiness, Leave Early, Meetings, Overtime, etc.).
- Generate activity reports and communicate with appropriate members of management regarding staffing issues, performance measures, and contact center interactions statistics.
- Prepare daily, weekly & monthly reports of key performance metrics from workforce management data, including service level, alignment to schedules, identifies business trends and opportunities through analysis of the historical data and knowledge of company processes.
- Provide analysis of forecasts and trends to recommend changes in scheduling reduce variances from schedules and increase effective use of staff resources in meeting productivity goals and objectives.
- Provide support in handling day-to-day operations by forecasting/scheduling all customer service representatives (CSR’s) in advance. Communicates with CSRs on a regular basis with regard to scheduling needs/changes.
- Perform ongoing analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievement.
- Conduct real-time analysis to calibrate all forecast models as necessary, and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant, consistent communication with Operations team(s) to coordinate needed staffing adjustments based on real-time results discrepant to forecast results.
- Produce interactions volume forecasts on a daily, weekly, monthly, and yearly basis for multi-site operations. Monthly, weekly, daily, and half-hourly forecasting of inbound/outbound interactions volumes and staffing requirements based on historical trends and business growth objectives.
- Formulate recommendations based upon analysis, data, and input from users and departmental management.
- Partner with other teams to understand the key drivers of volume and incorporate volume drivers into forecasting and planning efforts.
- Lead in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
- Identify and research service level risks for problem resolution and management notification.
- Coordinate meetings with contact center leadership immediately whenever service level is impacted in real-time to collect relevant information of impacting issues and coordinate triaging efforts with the Network Operating Center (NOC) and other relevant departments.
- Maintain an accurate event log detailing the reason for variance to forecast for all operational metrics.
- Coordination with vendor workforce management to balance interactions volumes and staffing needs.
- Data analysis, trending, and preparation of hourly, daily, and monthly contact center performance reports.
- Identify and recommend process improvement opportunities to improve productivity, efficiency, and customer satisfaction.
- Handle contact center systems access for agents.
- Use deflection and messaging capabilities of contact center systems (IVR, Messaging Platform, Lead Management platform) to increase digital deflection.
- Design IVR and messaging platform routing trees and implement changes.
- Handle outbound IVR blaster campaigns.
- Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Other functions may be assigned

Qualifications:
**What do you need?**

**Education and/or Experience**:
Bachelor’s Degree in Information Systems/Computer Sciences.

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