Experienced Customer Contact Analytics Associate – Workforce Management and Data Analysis

Are you a detail-oriented and analytical professional with a passion for data-driven insights? Do you have a strong background in customer contact and analytics, with experience in workforce management and data analysis? If so, we invite you to join blithequark as an Experienced Customer Contact Analytics Associate in our Newark, NJ office. At blithequark, we are committed to delivering exceptional customer experiences through innovative solutions and cutting-edge technology. Our Workforce Management team is a critical component of our Call Center operations, and we are seeking a highly skilled and motivated individual to join our team as a Customer Contact Analytics Associate.

About blithequark

blithequark is a leading provider of innovative solutions and services to the customer contact industry. Our mission is to empower our clients to deliver exceptional customer experiences through data-driven insights, process optimization, and technology-enabled solutions. We are a dynamic and growing organization with a strong commitment to innovation, customer satisfaction, and employee development.

Job Responsibilities

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. Your responsibilities will include:

• Working on analytical collection projects, including continuous improvement assignments, data extraction, technical/financial review and analysis, compiling, monitoring, evaluating, and analyzing performance metrics toward achievement of scorecard targets.
• Assisting with daily, weekly, and monthly forecasting, maintaining workforce management processes, and analyzing data to track forecast accuracy.
• Producing and analyzing various reports and performance measures to improve overall call center productivity.
• Leveraging new NICE system workforce management and call recording tools to optimize call center operations, employee performance, and quality.
• Developing CSR work schedules, including integrating training, meetings, and developmental off-line time.
• Collaborating with the Quality Team and Workforce Management team to ensure seamless execution of high-profile processes, such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting, and CSR extension assignment and maintenance.

Job Specific Qualifications

To be successful in this role, you will need to possess the following 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.

Desired Qualifications

While not required, the following qualifications would be highly desirable:

• 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

We are seeking an individual with a minimum of 2-3 years of experience in customer contact or analytics.

Education

A Bachelor's degree is preferred, but not required.

Certifications

No certifications are required for this role.

Work Environment and Culture

As a member of our team, you can expect a dynamic and supportive work environment with opportunities for growth and development. Our Newark, NJ office is a hub of innovation and collaboration, with a strong focus on employee satisfaction and well-being. We offer a hybrid schedule, with 3 days in the office and 2 days working from home.

Compensation and Benefits

We offer a competitive salary of $20 per hour, as well as a range of benefits and perks, including:

• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development opportunities
• Collaborative and dynamic work environment

How to Apply

If you are a motivated and analytical professional with a passion for customer contact and analytics, we invite 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

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

Contact Information

For more information about this opportunity, please contact [insert contact information]. We look forward to hearing from you! Apply for this job