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Data Analytics & Reporting Analyst Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Louisville, KY Louisville, Kentucky |
About this job
Posting Job Title:Data Analytics & Reporting Analyst
Requisition #: 162205BR
Posting Location: Louisville, KY, US
Alternative Locations: United States - Ohio - Cincinnati, United States - Ohio - Cleveland, United States - Ohio - Columbus;Cleveland, Ohio, United States;Columbus, Ohio, United States
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable Customer Care Department currtly seeks a Data Anlytics & Reporting Analysis for our Midwest Care Operations. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
This role may be located at any TWC Midwest or Kentuckiana call center office
Purpose:
Provide information and data analysis of key contact center metrics to ensure the customer care department maximizes the operating efficiencies and reporting capabilities of new and future deployed technologies.
Provides accurate data entry, verification, research and coordination for statistical data on customer care employees.
Coordinates database maintenance, develops and maintains daily, weekly, and monthly statistical reports reflecting care activity, sales, staffing, commissions, and other performance metrics.
Analyzes data, makes recommendations, and provides statistical support to customer care as needed.
Recommend and implement improvements/changes to call routing to maximize contact center efficiency.
Analyzes and reports on incoming/outgoing call trends and variances between actual performance to forecast.
Work with workforce management team to enhance call volume projections to forecast necessary staffing.
Work with Tier 3 and Customer Care leadership to recommend and deploy contact center technologies.
Support other departments as required in reporting.
Other duties as assigned.
Qualifications
Bachelor ' s Degree in Business or Mathematics or equivalent work experience required.
Proficiency in Microsoft Office applications required, especially Word, Excel and Access required.
Working knowledge of relational databases required.
Experience in call center metrics required.
Working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) with experience in database development preferred.
Proficiency reading and writing SQL queries/scripts preferred
Experience in Call Center operations required.
Knowledge of Windows operating systems required.
Knowledge of ICOMS billing system is required.
Knowledge of Avaya Call Management System preferred.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 162205BR
Posting Location: Louisville, KY, US
Alternative Locations: United States - Ohio - Cincinnati, United States - Ohio - Cleveland, United States - Ohio - Columbus;Cleveland, Ohio, United States;Columbus, Ohio, United States
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable Customer Care Department currtly seeks a Data Anlytics & Reporting Analysis for our Midwest Care Operations. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
This role may be located at any TWC Midwest or Kentuckiana call center office
Purpose:
Provide information and data analysis of key contact center metrics to ensure the customer care department maximizes the operating efficiencies and reporting capabilities of new and future deployed technologies.
Provides accurate data entry, verification, research and coordination for statistical data on customer care employees.
Coordinates database maintenance, develops and maintains daily, weekly, and monthly statistical reports reflecting care activity, sales, staffing, commissions, and other performance metrics.
Analyzes data, makes recommendations, and provides statistical support to customer care as needed.
Recommend and implement improvements/changes to call routing to maximize contact center efficiency.
Analyzes and reports on incoming/outgoing call trends and variances between actual performance to forecast.
Work with workforce management team to enhance call volume projections to forecast necessary staffing.
Work with Tier 3 and Customer Care leadership to recommend and deploy contact center technologies.
Support other departments as required in reporting.
Other duties as assigned.
Qualifications
Bachelor ' s Degree in Business or Mathematics or equivalent work experience required.
Proficiency in Microsoft Office applications required, especially Word, Excel and Access required.
Working knowledge of relational databases required.
Experience in call center metrics required.
Working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) with experience in database development preferred.
Proficiency reading and writing SQL queries/scripts preferred
Experience in Call Center operations required.
Knowledge of Windows operating systems required.
Knowledge of ICOMS billing system is required.
Knowledge of Avaya Call Management System preferred.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCCOP450
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