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Pearson Contact Center Data Analyst in Bloomington, Minnesota

Contact Center Data Analyst

Description

Pearson VUE ( www.pearsonvue.com at http://www.pearsonvue.com/ ) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

SUMMARY

The Contact Center Data Analyst will have responsibility for assisting on Workforce, Data Analysis, and Service Level maintenance in the contact centers. The incumbent will manage information from different data sources into a cohesive and accurate portrayal of operational performance, with direction from leadership in the Bloomington contact center. This position will assist on forecasting and capacity management analysis within Contact Center Operations and will include the calculation of service level metrics and staffing efficiency. Trends and issues identified via system tools and employee performance metrics allow the incumbent to make recommendations on short and long term staffing actions. Those recommendations also include actions that rely on or impact other regional contact centers operated by Pearson VUE or our business partners.

SCOPE AND IMPACT OF JOB

The Contact Center Data Analyst is responsible for reporting on Service Levels and KPIs across contact centers. He/she will also assist in short and long term reporting on past contact center performance, and for analyzing data to make short and long term recommendations for staffing. The incumbent will handle intra-day reporting for the management team. This employee will partner with internal teams (Contact Center Management, Quality & Training, and Human Resources) to effectively make recommendations for hiring, training, and on and off phone activities. Incumbent will make recommendations for addressing seasonal volume changes, holiday coverage, and other anomalies requiring adjustments to staff or additional management actions. Taking work direction from the Sr. Data Information Analyst and Workforce Planner, incumbent will provide tactical reporting and analysis that helps day to day operations.

PRIMARY RESPONSIBILITIES

65% Service Level Management

§ Provide work direction to Contact Center Agents and Leads in support of maintaining service levels.

§ Take escalations as needed to ensure service levels are maintained.

§ Identify areas of concern relative to monthly targets, KPIs.

§ Recommend tactical changes to leveling, staffing, and training.

20% Forecasting & Trend Analysis

§ Use forecasts to calculate and monitor schedules within the operational areas to ensure business needs are met and make recommendations that promote improvements in efficiency and cost (globally).

§ Use scheduling tools to ensure scheduling within the call center is fully utilized.

§ Analyze volume trends in all areas of Operations; make recommendations to improve efficiency.

§ Analyze business volume trends with a view to providing awareness of any changes in metrics which will affect the business.

5% Technical Support

§ Maintain Agent operational services (phone system, computer hardware and system access) and work with internal Pearson departments to ensure service levels are met. Includes IT, Telecom, VSS, etc.

§ Provide subject matter expertise for Americas telephony IVR. Make announcement recordings for various IVRs.

5% Project Management

§ Audits: Participate in audit reviews

§ Business Continuity: Understand and assist on tests that comply with business needs and audit results.

5% Other duties as assigned

Qualifications

Education and Experience:

  • Bachelor's Degree or equivalent experience in customer service, in a contact center environment

  • 1 year of Contact Center experience

  • Experience with phone systems and workforce management tools preferred.

Skills, Knowledge and Abilities:

  • Strong computer skills including proficiency in Excel.

  • Analytical skills; must analyze data and statistics and have the ability to generate reports from that analysis

  • Excellent written and verbal communication skills

  • Knowledge of CMS (Call Management System) and reporting capabilities within it.

  • Ability to collaborate and cooperate within a team

  • Ability to solve complex problems

  • Quick problem solving analysis of real-time issues

  • Multi-tasking skills

  • Must be able to meet business deadlines around reporting

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5601 Green Valley 5601 Green Valley Drive Suite 220 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 20, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2010405

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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