Business Telecom Analyst

POSITION PURPOSE :   Provide timely, relevant, and actionable information to Customer Service and the Company regarding the effectiveness, efficiency, and value of CS initiatives to E*TRADE and its call centers.

 

ORGANIZATION FIT:

 

Reports to the Manager of the Business Telecom Analyst group; however, this position also supports and works primarily with, all members of the Customer Service management group which includes Director of Customer Service, and the Business Reporting Analyst, as well as other members of the CS management team. 

 

ESSENTIAL FUNCTIONS:

 

< Designs, with executive involvement, the measurement (score card) of key Contact Center performance indicators.

< Assists the Customer Service Director in developing metrics that demonstrate the Contact Center's strategic value to the company.

< Identifies on an ongoing basis innovative methods for measuring call center effectiveness and efficiency.

< Compiles periodic call center report(s) for executive management that provides information on call volumes, headcount (shrinkage), teams, productivity, and service issues.

< Understands what data the various call center and company data sources contain and combines as required.

< Automates report generation whenever possible. Seeks to make reports available to key management personnel via the web.

< Creates a back up of important call center reports (i.e., score cards, executive summaries, etc.).

< Ensures that the statistical reports produced are accurate, relevant, complete, and actionable.

< Produces reports that are aesthetically pleasing and easily understood.

< Creates productivity and efficiency reports that measure individual employee performance.

< Understands the ACD data components and the calculations used to determine key call center performance metrics.

< Conducts special analysis projects and creates other reports as directed.

< Gathers the necessary data to calculate cost per transaction for all transaction types (i.e., e-mail, calls, etc.)

 

JOB SETTING:

 

The Business Reporting Analyst is located at the Alpharetta Georgia site.  The environment is ever changing, fast-paced and growing.  The employee group is diverse--consisting of administrative support, technical, professional and supervision/management associates.

 

QUALIFICATIONS:

 

Required:

 

< Minimum three years experience in a Contact Center environment or equivalent experience as a business analyst.

< Bachelor?s Degree in Business Administration, Statistics, or Finance, or equivalent combination of education and experience.

< Excellent communication skills including verbal, written and listening (public presentation skills a plus).

< Proficient in quantitative and qualitative statistical methodologies and analyses.

< Knowledge of the principles, practices, and techniques of computer operations procedures, programming, and systems.

< Ability to work effectively with employees at all organizational levels

< Demonstrates excellent analytical, organizational and time management skills to manage and deliver multiple projects with ever-changing priorities.

< Ability to work independently and to set and achieve goals

< Ability to provide leadership in promoting positive employee relations and team participation.

< Demonstrate flexibility and adaptability, including ability to work under pressure and with deadlines; awareness of and commitment to team and employee involvement.

< Demonstrated ability to learn Crystal Reports, SQL, Access, Word, and Excel.