"Alerted.org

Job Details:

Duration: 12 Months Contract with possible extension or conversion to perm

**Job Description:** Customer Contact Analytics Associate is a supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.

Responsibilities:

+ Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets.

+ Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze 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 including integrating training, meetings and developmental off-line time.

Experience:

+ 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

Skills:

+ Experience with a call center environment

+ Lean Six Sigma training

+ QA/QC Experience

+ SAP/CRM Experience

+ Workforce Management Experience

**Education:** Bachelor’s Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com/) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.