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Contact Center Business Support Analyst

Position Overview: The Business Support Analyst is responsible for Analyzing Management Performance through consistent, timely support to the Contact Center team and by providing business analysis that will assist with driving exceptional performance to maximize conversion rate. The primary responsibilities will include understanding all available reporting tools and using them to generate meaningful reports designed to maximize productivity and make improvements to the operation. This position will report directly to the Head of Contact Center Operations and will also encompass preparing presentation materials, managing administrative functions, organizing meetings, and developing a cadence for required administrative functions such as performance reviews, tactical planning sessions and other key meetings Contact Center operations. This person will ensure internal and external key performance indicators are attained while delivering against the company’s tactical business plans. Specific Responsibilities: Ensure key performance metrics for the RCA contact centers are being clearly and accurately supplied in a timely and consistent manner at a departmental, team, and individual basis including: sales, quality, productivity, customer experience, and financials. Gather and analyze data to solve complex problems and evaluate scenarios to make predictions on future outcomes and support decision making. Ensure the operating procedures are consistent and company standards are being met or exceeded. Analyze a broad range of customer and program data to determine customer impact, phone representative performance, to develop recommendations, and help management make improvements. Analyze and seek answers on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results. Ensure attainment of internal and external key performance indicators on a daily, weekly and monthly, and annual basis. Help produce and maintain a comprehensive Business Plan and Tactical Plan Daily production and analysis of business and client results to ensure business objectives are met Ensuring equipment, supplies and technology are ready at all times Prepare standard and ad-hoc reports to meeting business requirements. Be willing to participate in a minimum 4 hours of call taking and 4 hours of call listening each month. Other duties as assigned. Education and Experience: Required: Bachelor’s degree or 3+ years minimum inbound Call Center experience or Bachelor’s degree in Data Science, Management Science, Mathematics, Industrial Engineering, Statistics or similar field. Proficiency in Microsoft Office software Must be flexible to work extended hours Must be highly-proficient on computers, intermediate to advanced proficiency of Microsoft Office applications (word processing, spreadsheets, and database systems). Technical and software experience required Strong planning, time management and organizational skills The ability to communicate effectively, both verbally and in writing Three (3) years developing and deploying BI Solutions with at least one of the following applications: Qlikview, Qlik Sense, Microsoft Power BI, Tableau Strong SQL development experience isn MSSQL (SSRS/SSIS/SSAS) Preferred: Proficiency in SQL database design and SQL programming, including stored procedure and table joins Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, 911 Call Center environment Experience (professionally or personally) in the treatment of addiction or mental health Knowledge/Skills/Abilities: Strong analytical, problem solving, decision-making and time management skills Ability to plan well and prioritize work Ability to work independently and within a team Ability to work under pressure Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills Accurate and fast computer skills Competencies: Core competencies identify behaviors and skills all employees are expected to demonstrate in order to carry help out the mission and goals of the organization. Integrity Tenacity Persuasiveness/Sales ability Adaptability Individual Leadership/Influencing Initiative Resilience Motivational Fit Attention to Detail Building Customer Trust Communication (non-written) Decision Making

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