Calle Center Data Analyst

We are looking to hire a Call Center Data Analyst to join our Operations team. This role involves delving into data to underpin crucial reporting support to existing call centers and clients. The ideal candidate will possess a solid background in call center operations, workload management, and a talent for generating insightful reports.

As a Call Center Data Analyst, you will play a pivotal role in supporting business users by delivering analytic insights to facilitate well-informed decisions across various initiatives. Your responsibilities will include contributing to the development of analysis approaches and methodologies, identifying data sources, and defining or creating variables necessary for comprehensive data evaluation. Key tasks involve aiding ongoing projects and supporting new initiatives to uphold data integrity and ensure a thorough assessment of business issues.

Who we are Best Foot Forward supports healthcare organizations – primarily government insurance health plans – to locate, educate, and engage targeted individuals.

https://bestfootforwardsales.com/

Job Responsibilities:

• Take the lead position on creating and analyzing data reports on Operations team activity.
• Develop and maintain reporting tools and dashboards to track key performance indicators (KPIs).
• Analyze reports and trends and provide recommendations on a weekly, monthly, and quarterly basis.
• Analyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains.
• Utilize historical data and forecasting models to develop competitive and strategic pricing strategies for new contracts, including the development of a standardized pricing model.
• Provide regular and ad-hoc reports to stakeholders, including recommendations for performance enhancements.
• Work with programmers, engineers, and management heads to identify process improvement opportunities, propose system modifications, and devise data governance strategies.
• Provide support for additional ad-hoc analysis as needed for company initiatives.
• Daily client inventory management (creating, moving, and removing campaign worklist)
• Workload placement assigned by the client.
• Build Sequel logic Blocks to pull data.
• Collaborate with clients to understand reporting requirements and expectations.
• Design, develop, and maintain client-specific reporting solutions tailored to meet their unique needs.
• Ensure the accuracy, completeness, and timeliness of client reports.

CORE COMPETENCIES:

Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem-solving inside and outside the department/organization.

• Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
• Logical thinker: Ability to complete a form to create a form-based query.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
• Verbal Communication: Employ active listening skills, to understand the needs of both technical and non-technical audiences; When interacting with others, utilize socially appropriate manners of conveying ideas, asking questions, and providing answers.
• Attention to Detail: Taking responsibility for a thorough and detailed method of working.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Customer Focus – Strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
• Managing Vision & Purpose – Leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
• Developing Team Members – Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
• Teamwork – Builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
• Integrity & Trust – Acts in accordance with the highest standards of ethical conduct and behavior.
• Problem Solving – Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
• Work Environment – This position operates in a professional and high-paced call center environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Requirements

• Proven working experience as a Call Center Analyst, Data Analyst or Business Data Analyst
• Technical expertise regarding data models, database design development, data mining, and segmentation techniques
• Strong knowledge of and experience with reporting packages (Business Objects, etc.), databases (SQL, etc.), and programming (XML, Javascript, or ETL frameworks)
• 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 or Statistics
• Ability to work with stakeholders to assess potential risks.
• Ability to translate business requirements into non-technical, lay terms.
• Experience with charts, graphs, and use of visualization tools.
• Experience with report building, analysis, and interpreting meaning for non-technical audiences.
• High-level written and verbal communication skills.

Job Type: Full-time

Pay: $53,016.00 - $67,826.00 per year

Benefits:

• Dental insurance
• Health insurance

Compensation package:

• Performance bonus
• Yearly pay

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Location:

• Chicago, IL (Required)

Work Location: Remote