Job Location: Greater Minneapolis-St. Paul Area
Call Center Business Analyst
Full-time
Can be remote within the US
Job Summary: Under general supervision, responsible for all aspects of dialer-related functions (i.e., calling strategies, intra-day performance, call routing, etc.) to ensure call center strategies are implemented and do not negatively impact the dialer. Generates reports from the dialer system and other pertinent databases to provide accurate and timely data. Works with management, internal business customers, IT and vendors) to ensure dialing and IVR systems are functioning properly.
ESSENTIAL DUTIES AND RESPONSIBILITIES: ● Monitors existing systems and processes to ensure system is working properly
● Works with vendor(s) and IT, tests enhancement, upgrades, or other changes to the system Works under guidance by the Sr Dialer Administrator, changes system parameters to meet business customer needs
● Collects data from relevant databases and systems to analyze and report data results and trends ● Participates in the planning of dialer strategies which can significantly impact all customers in the portfolio and revenue generated by the organization
● Interprets data through identification of selected data to determine trend patterns, variance, anomalies, etc. ●
● Provides data analysis to aid in training program development Presents and makes recommendations for process and system performance improvements to management using results from the data analysis ●
● Monitors system performance, researches and recommends solutions to system problem
● Complies with all ECMC Group Policies
● Performs other duties as assigned
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE Required:
● High School diploma or GED
● 1+ years experience analyzing data
● 3+ years progressive experience working in a call center or collection environment
Preferred:
● Bachelor’s degree
● Experience with automated dialer
● Knowledge of SQL
● Intermediate to advanced proficiency level with Microsoft Excel
KNOWLEDGE, SKILLS and ABILITIES Required:
● Strong interpersonal, critical thinking and problem solving skills
● Strong written and verbal communication skills Excellent time management and organizational skills with the ability to effectively organize, plan, control and prioritize work/project
● Displays and promotes high standards of ethical conduct and behaviors consistent with organizational and government standards ●
● Ability to effectively manage multiple projects and prioritize work assignments Demonstrates the ability to analyze, identify and solve problems while using sound judgment. Able to implement solutions to address business issues. Knows who to involve and takes appropriate action ●
● Basic statistics knowledge and ability to comprehend and analyze dialer-output data
● Knowledge of the student loan industry trends
● Strong computer skills Preferred: Effective presentation skills with the ability to clearly and effectively convey information to individuals or groups ●
● Ability to consistently carry out job responsibilities to meet deadlines Ability to anticipate, understand and manage customer expectations and consistent delivery of services ●
Intuitive Technology Group is an Equal Opportunity Employer.
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