DescriptionThe Contact Center Performance Business Analyst will deliver analysis of contact center performance and customer satisfaction data in support of operational improvement initiatives.This position works on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores.The Business Analyst will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.Location: QUERETARO ONLY - ONSITE POSITIONPREFERRED SKILL SETBachelor's degree in related field from a four-year college or university with 2 - 3 years related experience. MBA a plusAdvanced MS skills; Experience in R, Pythonhighly desired.Strong customer service disposition and sense of professionalismAbility to organize and prioritize projects in a fast-paced and deadline-oriented business developmentExperience or exposure with statistical concepts and applications, data analysisAnalytics background / experiencePRIMARY DUTIES AND RESPONSIBILITIES:Reviews customer satisfaction and other operational metric results on a daily / weekly / monthly basis to identify trends in performance.Produces monthly management reports.Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools.Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.Develops key driver analysis, statistical linkages and calibration between metrics.Coordinates data feeds with Operations to provide data for analysis.Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps, which may include on-site observation, interviews, and process documentation.Contributes to analytic / engagement plan development based on analytic findings, metric performance, and client business needs.Contributes to recommendation / initiative development based on results of analysis.Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.Produces quality analysis or root cause work with minimal supervision; meets timing demands.Monitors progress against action plans; monitors contact centeroperational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics.Contributes to team objectives and outcomes.Location: MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur#J-18808-Ljbffr
