Our client is currently looking to hire a Data Analyst with 2 years of proffesional experience for an 11 month contract role.
Please note this is hybrid working in Cork.
As a Contact Center Support Analyst, you will ensure that our global contact centers operate efficiently. This role involves identifying and resolving issues, analyzing data to improve performance, and collaborating with diverse teams to deliver a superior customer experience. A flexible schedule and participation in an on-call rotation are required.
Key Responsibilities:
- Monitor and analyze real-time and historical data to identify issues affecting service levels and advisor availability.
- Investigate problems using dashboards, reporting tools, and escalations to drive timely resolutions.
- Collaborate with internal teams and external partners to address challenges and optimize processes.
- Lead daily operations calls and seasonal meetings to discuss performance trends and improvements.
- Work with product and readiness teams to review upcoming changes and tool updates.
- Develop and maintain reports, dashboards, and visualizations to communicate findings effectively.
- Identify opportunities for process improvement and contribute to data-driven strategies.
Qualifications:
- Ability to work independently and manage ambiguity effectively.
- Strong understanding of contact center metrics and their impact on performance.
- Skills in analyzing real-time and historical data to identify solutions.
- Proven ability to develop innovative strategies and achieve results.
- Leadership experience, including the ability to guide peers and collaborate with management.
Preferred Skills:
- Familiarity with contact routing systems (e.g., Genesys).
- Proficiency in data analysis tools (e.g., SQL, Python, R).
- Experience with visualization tools (e.g., Tableau, GBI).
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
