Contact Center - COIT Cleaning & Restoration Services

JOB DESCRIPTION

TITLE: Contact Center Analyst

DEPARTMENT: COIT National Contact Center

REPORTS TO: Contact Center Manager

REVISED: November 2024

Position Overview: A Contact Center Analyst is responsible for monitoring, analyzing, and enhancing the performance of the COIT National Contact Center. This role focuses on ensuring efficient operations, high-quality customer interactions, and achieving service level goals. This position will report to the Contact Center Manager with an overarching reporting structure to the marketing department. he analyst utilizes data to provide insights, make recommendations, and implement strategies that improve the overall customer experience and operational efficiency.

Key Responsibilities:

1. Performance Monitoring:

• Track and analyze key performance indicators (KPIs) such as average handling time, call volume, customer satisfaction, first call resolution, and service level agreements.
• Generate real-time and historical reports to identify trends, anomalies, and areas for improvement.
• Compile and report on various KPIs related to the marketing program as necessary, assessing effectiveness and driving strategic initiatives that support decision-making across departments.

Data Analysis & Reporting:

• Analyze call center data to uncover insights, create forecasts, and prepare detailed reports for management.
• Develop dashboards to communicate findings and recommendations effectively for contact center and marketing.

Quality Assurance:

• Conduct regular audits and updates of customer revenue attached to sales.
• Provide feedback on quality analysis back to the contact center manager and/or marketing department.

Process Improvement:

• Identify inefficiencies in processes and workflows, and recommend solutions to improve operational effectiveness.
• Collaborate with team leaders and managers to implement best practices and process improvements.

Technology Utilization:

• Leverage contact center technologies such as CRM systems, Workforce Management tools, and call recording software.
• Suggest and help implement new tools or upgrades to improve contact center operations.

1. Customer Experience Enhancement:

• Analyze customer feedback and complaints to identify patterns and areas needing attention.
• Work with relevant departments to develop and implement strategies for enhancing customer satisfaction.

1. Lives our COIT Core Values:
   • Commitment -- We provide exceptional services at our customers' convenience. We trust and support our loyal and motivated team members. We are dedicated to operating safely and acting as responsible citizens in our communities.
   • Opportunity -- We seek to understand our customers' needs and look for ways to enhance their lives. We continuously train our team members to build relationships, increase their expertise and provide reliable services that exceed what our customers expect.
   • Integrity -- We embody honesty, accountability, and quality in everything we do. We interact with customers and team members professionally and with respect. Our goal is to provide the best possible services for a fair price.
   • Teamwork -- We work together with a positive attitude to achieve our goals. Our powerful teams share responsibility for both mistakes and successes.

Qualifications:

• Bachelor's degree in business, Analytics, Information Technology, or related field (preferred).
• 3-5 years analytical analysis experience
• Proven experience in a contact center or customer service environment.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Proficiency in using data analysis tools and software such as Excel, SQL, Power BI, or similar.
• Excellent communication skills, both written and verbal.
• Ability to multitask, manage time effectively, and prioritize tasks in a fast-paced environment.
• Knowledge of contact center technologies and metrics.

Preferred Skills:

• Experience with CRM systems (e.g., Salesforce/Workiz).
• Familiarity with IVR systems and work force management
• Understanding of customer service best practices and quality assurance processes.

Work Environment:

• This role typically operates in an office environment, with possible remote work options depending on company policy.
• May require occasional travel to different office locations or training sessions.

This job description outlines the essential duties and qualifications for a Contact Center Analyst, focusing on data-driven decision-making, process improvement, and enhancing customer service quality.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires extensive use of the telephone, computer keyboard, monitor and mouse. Also, using various office equipment such as printers and copiers. At times, the position will require extensive sitting, whether that is in an office setting or while traveling to corporate divisions or franchises.

This position description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties upon the request of the supervisor.