Viking Cloud - Manager - Contact Center & Client Analytics

Responsibilities:

- Guide the analytics team focusing on contact center performance to enhance quality and efficiency.

- Produce client-required reports and quarterly business reviews (QBR)/performance reporting.

- Gather, analyze, and interpret contact center data and operational processes to identify improvement opportunities.

- Provide data-driven intelligence to key stakeholders across the business.

- Conduct analysis and routine KPI reporting to support business operations.

- Prepare and present clear and concise reports to management.

- Develop and maintain various report types, including tabular, drill-down, matrix, charts, and dashboards for internal and external audiences.

- Test and validate reports/dashboards to ensure accuracy and quality.

- Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives.

- Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements.

- Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities.

- Perform correlation analyses and R2 testing to identify relationships and trends within datasets.

- Act as a subject matter expert in your area.

- Lead the work of lower-level employees, including coaching, reviewing, and delegating work items.

- May assist with other personnel activities such as performance appraisals and training.

- Cultivate strong working relationships and build trust among team members.

- Collaborate and coordinate analytic efforts with the larger community at the organization.

Qualifications:

- Master's/Bachelor's degree in any related field preferred.

- 4+ years of business intelligence/data analysis & management experience.

- Contact center analytics experience is highly desired.

- 4+ years of advanced Excel experience.

- Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.