The Contact Center is the operational heart of the Alzheimer's Associations 24/7 Helpline and is comprised of 120 direct service agents, remote and office based. Agents provide Information and Referral (I&R) and Care Consultations to nearly 300,000 callers annually. The Contact Center Data Analyst works in conjunction with the members of the Leadership and Support teams (Quality Assurance and Workforce Management) to provide agent, managerial, operational and grant summary reporting and visualization at weekly, monthly, quarterly and yearly intervals. The Data Analyst maintains excel databases related to agent performance, tenure and quality assurance metrics. Additionally, they assist with the administration of our telephony and workforce management systems, provide back up for workforce management, and quality control for agent schedules.
- Two years of applicable work experience.
- Advanced knowledge of Microsoft Office Suite, especially Excel and Access. Knowledge of Tableau Software, MS Power BI and Access preferred.
- Experience with data analysis and report writing skills.
- Ability to think independently and proactively
- Ability to learn new software, systems, and processes, and train other staff in their usage
- Must be detail-oriented and have the ability to review data for errors and analyze data
- Must be able to multi-task and work on several different projects throughout the day
- Must possess excellent organizational skills and meet deadlines
- Must possess analytical skills, with the ability to research, compile, analyze, report, and present data findings