Experienced Customer Contact Analytics Associate – Workforce Management and Data Analytics
Join arenaflex, a leading provider of innovative solutions in the customer contact industry, as we seek an experienced Customer Contact Analytics Associate to support our Workforce Management team in Newark, NJ. This is an exciting opportunity to leverage your analytical skills, data analysis expertise, and passion for customer service to drive business growth and excellence.
About arenaflex
arenaflex is a dynamic and forward-thinking company that is revolutionizing the customer contact industry with its cutting-edge solutions and commitment to excellence. Our team of experts is dedicated to delivering exceptional customer experiences, and we are seeking talented individuals who share our passion for innovation and customer-centricity.
Job Summary
As a Customer Contact Analytics Associate, you will play a critical role in supporting our Workforce Management team in analyzing data, tracking forecast accuracy, and producing and analyzing various reports and performance measures to improve overall call center productivity. You will work closely with our Quality Team and Workforce Management team to develop and implement process improvements, leveraging new NICE system workforce management and call recording tools to optimize call center operations, employee performance, and quality.
Key Responsibilities
* Work on analytical collection projects, including continuous improvement assignments, data extraction, technical/financial review and analysis, and compiling, monitoring, evaluating, and analyzing performance metrics toward achievement of scorecard targets.
- Assist with daily, weekly, and monthly forecasting, maintaining workforce management processes, analyzing data, tracking forecast accuracy, producing and analyzing various reports and performance measures to improve overall call center productivity.
- Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance, and quality.
- Develop CSR work schedules, integrating training, meetings, and developmental off-line time.
- Collaborate with the Quality Team and Workforce Management team to develop and implement process improvements.
Essential Qualifications
* Bachelor's Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience.
- Proficient in Microsoft Word, Excel, and Outlook.
- Demonstrated organizational and communication skills (written and verbal).
- Demonstrated analytical skills and experience.
- Demonstrated experience in collaborating and coordinating with others.
Preferred Qualifications
* Ability to lead a process or small project team.
- Experience with a call center environment.
- Lean Six Sigma training.
- QA/QC Experience.
- SAP/CRM Experience.
- Workforce Management Experience.
Minimum Years of Experience
* 2-3 years of experience.
Education
* Bachelor's degree.
Certifications
* None noted.
Work Environment and Company Culture
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in fostering a culture of innovation, collaboration, and continuous learning. Our team members enjoy a range of benefits, including:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
- Access to cutting-edge technology and tools.
Compensation and Perks
* $20 per hour.
- Hybrid schedule: Monday - Friday 8am-430pm.
- Work schedule: Hybrid (3 days in office / 2 days WFH).
How to Apply
If you are a motivated and analytical individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, diverse, and supportive. Apply for this job