Experienced Customer Contact Analytics Associate – Workforce Management and Data Analysis
At arenaflex, we are committed to delivering exceptional customer experiences through innovative workforce management and data-driven insights. As a Customer Contact Analytics Associate, you will play a vital role in supporting our Quality Team and Workforce Management team in achieving our scorecard targets. If you have a passion for data analysis, customer service, and process improvement, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a leading provider of innovative solutions and services that empower businesses to achieve their goals. Our team of experts is dedicated to delivering exceptional customer experiences, and we are always looking for talented individuals who share our passion for excellence.
Job Responsibilities
As a Customer Contact Analytics Associate, you will be responsible for:
- Working 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.
- Assisting 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.
- 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 achieve our scorecard targets.
Key Skills and Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree or a minimum of 3 years of professional customer contact or analytics experience.
- Proficiency 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
While not required, the following qualifications would be beneficial:
- 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.
Work Environment and Culture
As a Customer Contact Analytics Associate at arenaflex, you will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences. You will work in a hybrid schedule, with 3 days in the office and 2 days working from home. Our office is located in Newark, NJ, and we offer a competitive salary and benefits package.
Compensation and Benefits
We offer a competitive salary of $20 per hour, as well as a range of benefits, including:
- Health, dental, and vision insurance.
- 401(k) retirement plan.
- Paid time off and holidays.
- Professional development opportunities.
How to Apply
If you are a motivated and detail-oriented individual with a passion for data analysis and customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Contact Information
If you have any questions or would like to learn more about this opportunity, please contact us at [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 an inclusive and supportive work environment that values diversity, equity, and inclusion.
Application Instructions
To apply for this role, please submit your resume and a cover letter explaining why you are the ideal candidate for this position. You can apply online through our website or by emailing your application to [insert contact email]. We look forward to hearing from you! Apply for this job