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Contact Center Business Intelligence Analyst

About the position

Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The Contact Center Business Intelligence Analyst is primarily responsible for support and execution of analytics of business problems with an aim to improve the customer experience. The position will conduct analysis, supply insights through data visualization and presentations on aspects of the Customer's Experience related to Contact Center process, execution, and support to improve the Customer's Experience when interacting with the Contact Center and Lowe's. The Customer Experience Analyst is also responsible for collaboration and support of ad hoc reporting requests, along with providing data, reporting, and analytical analysis in support of resource management for the Quality Support and Training Facilitation Teams. The Customer Experience Analyst works closely with other Business Intelligence team members to create and provide operational reporting, deep dives, and recommendations to guide the direction and success of customer-related initiatives. The Analyst will also provide guidance to Associate Analysts working to complete shared business analysis projects. In addition, the Customer Experience Analyst participates in complex departmental and cross-departmental projects supporting customer experience and performance improvement initiatives. This position works to identify and quantify emerging customer experience trends affecting the business, creates insights and recommendations that influence business decisions, and drive business performance. To accomplish this, the Customer Experience Analyst must demonstrate knowledge of Quantitative and Qualitative Analytical methods, extensive background and knowledge of the Contact Center industry, and Knowledge of Relational Databases and Data Objects.

Responsibilities

Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.
Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and test for relevant business questions.
Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders, identifying specific analytic results that drive actionable insights.
Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences acting on these findings to streamline and implement process improvements that enhance people execution and the customer experience.
Collaborates with members of the Business Intelligence Leadership team to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management.
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback.
Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities.

Requirements

Bachelor’s degree in Analytics, Computer Science, or related field or equivalent years of experience in lieu of education requirement, if applicable
3 Years Experience performing data mining, data analysis, and data modeling using large data sets
1 Year Experience in data analytics, visualization and customer experience
1 Year Experience in data analysis and data modeling using large data sets
1 Year Experience working with Contact Center practices, systems, and tools
1 Year Experience interacting with individuals up to and including director on a regular basis, Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)
1 Year Experience using sentiment analysis tools to analyze customer feedback
Experience writing SQL queries and working with large data sets

Nice-to-haves