Calling all data detectives in Chicago! Are you passionate about using analytics to drive smart business decisions? We have a full-time, direct hire Call Center Analyst position for you (and yes, it's remote/hybrid with a Monday-Friday schedule!). In this role, you'll be a data whiz, diving deep to inform pricing strategies for new contracts. Plus, you'll be the hero existing call centers need, providing critical reporting support. Think you have the skills to crack the code? Apply now! Contact Kristina at kkurnat@staffmanagement.com to learn more.

• Flexible hours (9-5 for training)
• Remote/hybrid (after 2-week onsite training)

Perks & Benefits

• Paid Training
• Weekly paychecks
• Direct Deposit or Cash Card pay options
• Medical / Dental Insurance
• 401k
• Paid Sick Leave
• Paid Time Off
• Advancement Opportunities
• $70K to $75K / year

Employment Type & Shifts

• Direct Hire
• Full Time
• Flex Scheduling

Job Responsibilities

• Analyze call center performance metrics to identify trends, areas for improvement, and opportunities for efficiency gains.
• Provide regular and ad-hoc reports to clients and internal stakeholders.
• Maximize staff schedules to align with historical call trends
• Create forecasting models to determine capacity requirements for multiple call centers with varying KPI's
• Support business users by providing analytic insights to aid in strategic decision-making
• Collaborate with telephony vendor and call center leadership to lead the implementation of a new Work Force Management system
• Work with call center leadership to implement data-driven processes and solutions which will result in improved efficiencies
• Develop and maintain reporting tools and dashboards to track key performance indicators (KPIs)

SKILLS AND EXPERIENCE REQUIRED:

• Proven working experience as a Call Center Analyst, or Business Operations Data Analyst
• Technical expertise regarding data models, data mining and segmentation techniques
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc.)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• BS in Mathematics, Economics, Computer Science, Information Management, Finance, Business Administration or Statistics.
• Previous call center experience is a MUST.

Associate Requirements

• Bachelors
• Background Check
• Drug Test
• Must be at least 18 years old

The hourly rate for this position is anticipated between $33.00 - $36.00 per hour. This range is a good-faith estimate, based on the shift you work and other considerations permitted by law. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package. More details about benefits can be found at https://flimp.live/trueblueassociates#home.