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Call Center Data Analyst

Lynnwood, WA 98037

Employment Type: Temporary Job Category: None Job Number: 246723 Pay Rate: $24.00/hour
Do you have a minimum of 2 years experience in a call center environment? Do you have a passion for scheduling and analyzing trends? Do you have experience managing or leading teams? PACE Staffing is looking for a Call Center Data Analyst for a truly amazing client of ours!

Our Client, an expanding area credit union, is looking for a customer service leader, with a minimum of two years call center experience, to be their new Call Center Data Analyst. This position will be responsible for duties ranging from scheduling call center staff, to analyzing trends and call data to prepare for the future scheduling needs, to managing staff on shift.

Successful candidates will have excellent written and verbal skills, have a background that displays growth in leadership with proven results, be experienced with scheduling teams and experience in staffing analytics.

Pay: $24 per hr.
Assignment Length: 12 months

Job duties:
  • Create and optimized scheduling system for operations staff based on historical data and analysis.
  • Manage staff on shift for adherence to policies and procedures
  • Manage time off requests and bids for vacation
  • Monitor call volumes, service levels and other key performance indicators (KPIs)
  • Create reports for KPIs, call center staff metrics, dashboards and other reports as needed
  • Analyze data to understand member behavior and contact patterns and how it relates to staffing needs
  • General administrative duties as needed

Job Requirements:

  • Minimum of 2 years call center experience
  • Experience with workforce management methodology and Erlang calculations and tools preferred
  • Experience with data analysis directly relating to staffing
  • Excellent written and oral communication skills
  • Proven experience meeting Service Level Agreements
  • Proficient with Microsoft Office; Intermediate to Expert level Excel
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