Calling all data detectives in Chicago! Are you passionate about using analytics to drive smart business decisions? We have a full-time, direct hire Call Center Analyst position for you (and yes, it's remote/hybrid with a Monday-Friday schedule!). In this role, you'll be a data whiz, diving deep to inform pricing strategies for new contracts. Plus, you'll be the hero existing call centers need, providing critical reporting support. Think you have the skills to crack the code? Apply now! Contact Kristina at kkurnat@staffmanagement.com to learn more.
Flexible hours (9-5 for training)
Remote/hybrid (after 2-week onsite training)
Perks & Benefits
Paid Training
Weekly paychecks
Direct Deposit or Cash Card pay options
Medical / Dental Insurance
401k
Paid Sick Leave
Paid Time Off
Advancement Opportunities
$70K to $75K / year
Employment Type & Shifts
Direct Hire
Full Time
Flex Scheduling
Job Responsibilities
Analyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains.
Provide regular and ad-hoc reports to clients and internal stakeholders.
Maximize staff schedules to align with historical call trends
Create forecasting models to determine capacity requirements for multiple call centers with varying KPI's
Support business users by providing analytic insights to aid in strategic decision-making
Collaborate with telephony vendor and call center leadership to lead the implementation of a new Work Force Management system
Work with call center leadership to implement data-driven processes and solutions which will result in improved efficiencies
Develop and maintain reporting tools and dashboards to track key performance indicators (KPIs)
SKILLS AND EXPERIENCE REQUIRED:
Proven working experience as a Call Center Analyst, or Business Operations Data Analyst
Technical expertise regarding data models, data mining and segmentation techniques
Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc.)
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Adept at queries, report writing and presenting findings
BS in Mathematics, Economics, Computer Science, Information Management, Finance, Business Administration or Statistics.
Previous call center experience is a MUST.
Associate Requirements
Bachelors
Background Check
Drug Test
Must be at least 18 years old
The hourly rate for this position is anticipated between $33.00 - $36.00 per hour. This range is a good-faith estimate, based on the shift you work and other considerations permitted by law. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package. More details about benefits can be found at https://flimp.live/trueblueassociates#home.