Contact Center Analyst

  • Job Tracking ID: 512191-643907
  • Job Location: Fort Mill, NC
  • Job Level: Any
  • Level of Education: Any
  • Job Type: Full-Time/Regular
  • Date Updated: August 09, 2018
  • Years of Experience: Not Applicable
  • Starting Date: ASAP

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Job Description:

ABOUT BROAD RIVER RETAIL: Broad River Retail dba Ashley HomeStores is the largest Ashley HomeStore licensee in the US with 18 HomeStores throughout the Carolinas and Georgia! We offer competitive compensation, paid time off, medical benefits, retirement plan, an employee discount program, and other benefits. There has never been a better time to join our company!


The Contact Center Analyst position ensures that the contact center receives the support and information needed in order to meet strategic goals. This position is responsible for developing and automating production reports, generating ad-hoc reports on demand, troubleshooting systems issues, conducting analyses of reports to identify trends and root causes. Also, the position serves as liaison between the Contact Center and Broad River’s IT team. The Contact Center Analyst is able to analyze large amounts of data (from various systems), draw conclusions & make recommendations to leadership to drive results. The Contact Center Analyst is extremely proficient with all Microsoft Office applications and is very comfortable with technology.

Responsibilities of this position include:

Business Reporting & Analysis

  • Generate ad-hoc reporting upon request
  • Enhance and automate existing reports
  • Identify trends, conduct root cause analysis, and provide insights to business leaders
  • Provide recommendations for process improvements based on reporting analysis
  • Track compliance regarding system usage
  • Track and report on internal sales generated by Customer Care
  • Able to utilize Visio & create flow charts
  • Able to present findings to leadership in executive summaries, both formal & informal
  • Provide semi-annual & annual analysis of the state of the business in the form of charts, graphs and tables
  • Speak to reporting results and analyses in both technical and non-technical language

Scorecard Reporting & Development

  • Extract reports from CC systems and house reports on shared drive in a timely manner
  • Compile data on call center metrics into scorecard format
  • Compose and complete daily, weekly, monthly reporting on internal business practices
  • Centralize and enhance current attendance/occurrence tracking reports

Workforce Management

  • Expertise in call center workforce management methodologies and best practices
  • Create, maintain & update short term & long term forecasts for all call queues. Responsible for maximizing forecast accuracy to ensure Service Levels are met.
  • Create & import forecasting data for email management and offline duties
  • Analyze call volume, call trend data, intraday reports and reconcile any discrepancy
  • Publish agent work schedules and conduct schedule bids
  • Process time off requests and conduct vacation bids
  • Schedule team meetings, training sessions, and other offline duties at optimal times
  • Assess call volume and agent impacting issues in real time. Assist with any system issues/outages.
  • Provide post-mortem briefings to management regarding Service Level performance and issues encountered
  • Provide analysis, results and recommendations to leadership team regarding Workforce Management processes, schedules, and plans

Telephony & Technology

  • Act as a liaison on behalf of Customer Care to the IT department. Be the point of contact for the Contact Center on all IT related issues
  • Able to speak to internal business practices/requirements, while collaborating on IT technical requirements
  • Assist with the implementation of various system/application upgrades
  • Assess, track & request IT equipment needed for Contact Center employees (computers, monitors, phones, etc)
  • Provide technical support and education to the Contact Center. Troubleshoot computer issues that could be resolved without escalating to the IT department
  • Update & maintain IVR platform; Ensure IVR is configured and routing properly at all times

Experience and Skills:

Bachelor’s Degree or comparable experience; Previous Analyst and/or Workforce Management experience in a high-volume call center (minimum of three (3) years); experience in a fast-paced work environment; excellent time management/organizational skills; Able to manage multiple projects and tasks at one time; Professional appearance and strong work ethic; professional verbal communication and written skills; strong decision-making and problem-solving skills; Expert level computer skills is a must, especially Excel; Experience using Shoretel, Brightmetrics, Teleopti, Telstrat, and/or STORIS is preferred

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