Contact Center Analytics & Performance Analyst

Veriipro; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Veriipro is looking for a detail-oriented Contact Center Analyst to enhance the performance of its contact center through data-driven insights and reporting. This role involves analyzing KPIs, building reports, and providing recommendations to optimize operations.

The ideal candidate must possess strong analytical skills and a deep understanding of contact center dynamics. Familiarity with Avaya reporting concepts and excellent communication skills are crucial for success in this position.

Qualifications

• Strong understanding of contact center operations, KPIs, and performance drivers.
• Proven experience building reports and executive summaries using operational data.
• Advanced Excel skills; comfortable with reporting tools and data extracts.

Responsibilities

• Analyze and monitor contact center KPIs for performance.
• Build, maintain, and automate reporting outputs.
• Perform data reconciliation to ensure reporting accuracy.

Skills

Analytical skills

Understanding of contact center operations

Reporting skills

Excel proficiency

Communication skills

Job description

Veriipro is looking for a detail-oriented Contact Center Analyst to enhance the performance of its contact center through data-driven insights and reporting. This role involves analyzing KPIs, building reports, and providing recommendations to optimize operations.

The ideal candidate must possess strong analytical skills and a deep understanding of contact center dynamics. Familiarity with Avaya reporting concepts and excellent communication skills are crucial for success in this position.