Business Analyst, Call Center - Archimedes

The Business Analyst, Call Center is responsible for analyzing call center performance data, identifying trends, and providing actionable insights to improve operational efficiency and customer satisfaction. This role will be an expert in call center platforms and responsible for leveraging its capabilities to drive business insights, manage data, and optimize call center operations. This role will involve generating critical reporting, managing outbound calling projects, ensuring data integrity, and staying ahead of platform updates to maintain peak performance and compliance.

Job Responsibilities:

Develop and maintain dashboards.
• Generate and maintain comprehensive call center performance reports utilizing PureCloud, SQL database, and PowerBI.
• Manage and execute outbound calling projects.
• Forecast call demand and support capacity planning efforts.
• Collaborate with IT and WFM teams to implement data-driven strategies.
• Maintain the highest level of data integrity within the PureCloud environment and SQL databases.
• Monitor service level agreements and customer satisfaction scores.
• Analyze key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Quality Assurance (QA) scores, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Identify process improvement opportunities and recommend solutions.
• Proactively review call center platform software updates, new features, and release notes.
• Develop and implement change management plans, including communicating updates to relevant teams and providing training support as needed.
• Act as primary point of contact for call center platform software related inquiries and troubleshooting.
• Participate in, adhere to and support compliance and diversity, equity, and inclusion program objectives.
• Other duties as assigned.

Essential Background Requirements:

• Education: Bachelor's degree in Business Administration, Information Technology, Data Science, or related field, or equivalent work experience, required.

• Experience:
  • 2+ years of experience as a Business Analyst, Data Analyst or similar role, specifically within a call center environment required.
  • Experience with data visualization tools, PowerBI, is required.
  • Experience in Healthcare preferred.
  • Experience with AI/Machine Learning applications in a call center context preferred.
  • Proficient in Microsoft Office Suite (advanced Excel, PowerPoint, Word).
  • Advanced proficiency with call center software (plus for PureCloud) for reporting, administration, and campaign management.