Description & Requirements
Maximus is seeking an experienced and detail-oriented Senior Contact Center Analyst to join our team. In this pivotal role, you will be responsible for analyzing and optimizing the performance of our contact center operations to ensure exceptional service delivery. Your expertise in data analysis, process improvement, and reporting will be critical in driving the efficiency and effectiveness of our contact center, directly impacting customer satisfaction and operational success.
Essential Duties and Responsibilities:
- Develop and deploy advanced methods to analyze operational data and derive meaningful, actionable insights for stakeholders and business development partners.
- Function as point of contact for data and analytical usage across multiple projects, and guide operational partners on product performance and solution improvement/maturity options.
- Analyze extracted data, identify trends and provide insights and analyses around operations and project data.
- Develop and implement new metrics, functions, and scripts as KPIs as needed.
- Code to defined requirements to segment populations from large enterprise datasets, verify data accuracy, and output files per specifications.
- Create and maintain all documentation including obtaining and collecting artifacts as needed.
- Ad hoc tool development to support operational and underserved analytical areas.
- Learning emerging technologies and systems of need for company initiatives.
- Activities to support team communication and strategy implementation (meetings, etc.).
- Project management activities.
- Design, develop and maintain comprehensive reports and dashboards using tools such as Tableau, Power BI or similar tools, ensuring they align with business objectives.
- Perform in-depth analysis of large and complex datasets to identify trends, patterns and anomalies and provide actionable insights to drive business strategy.
- Design and implement QM systems that align with client standards and regulations.
- Integrate QM tools with existing client databases and software.
- Develop tools for tracking, analyzing, and reporting on service quality and compliance metrics.
- Automate quality assurance processes and compliance checks to increase efficiency.
- Customize QM systems to meet specific clients' needs.
- Develop training programs and materials for staff on using QM systems.
- Integrate data from various sources, including databases, CRM systems and external data feeds to create consolidated reports and dashboards.
- Provide guidance and support to junior team members, sharing best practices and fostering a collaborative work environment.
- Identify opportunities for process improvements and automation within reporting and analytics workflows to enhance efficiency and accuracy.
Minimum Requirements:
- Bachelor's degree in related field.
- 5-7 years of relevant professional experience required.
- Equivalent combination of education and experience considered in lieu of degree.
** Due to Federal Requirements, US Citizenship is required **
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