Call Center Systems Coordinator/Data Analyst

Basic Function

The Call Center Systems Coordinator/Data Analyst oversees call center analysis and performance monitoring. Serves as user-group administrator and ensures effective use of all call center related systems including workforce management, automated call distributor, interactive voice response information, quality assurance call recording, trip planner, customer information and visual display reader boards.  Provides technical and administrative support to call center leadership in managing primary applications and associated business processes.  The primary goal of the systems coordinator is to improve service level delivery and wait time performance through proactive management of call flows, staffing assignments and automated information tools. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

•    Oversees call center analysis and performance monitoring through frequent analysis of staffing levels, service levels, hold times, productivity and overtime accumulation and generation of both standardized and ad-hoc reports for management decision-making and call center performance updates to the Board. 
•    Performs analysis, trending, and communication of key performance indicators (KPI) and business initiatives. Implements Rapid Action Plan steps for service level recovery when call center fails to meet goal.
•    Monitors contact center systems, troubleshoot and report on technical system problems, and follow through with IT and vendor support for problem resolution. 
•    Facilitates weekly planning processes and meetings for prioritizing and scheduling on-line and off-line activities in the call center; includes managing planned/actual shrinkage, distributing plans and creating weekly planning reports. 
•    Administration of the call center systems for the user group; includes establishing user profiles, troubleshooting system problems, preparing forecasts and schedules, distributing real-time information, and maintaining system information and documentation.
•    Planning and managing schedules, including optimization of breaks, lunches, training, vacations, shift swaps, and off-line activities.
•    Real-time, intra-day monitoring of the service environment and call traffic to support proactive adjustments to systems and staffing to meet customer information demand.
•    Real-time management of exceptions, schedules, and application/skillset changes to ensure optimal service levels.
•    Daily review of the previous day’s call center performance, staff productivity and staffing levels with prompt investigation and address of any irregularities. 
•    Responsible for ensuring staffing and service levels are adequately maintained during system (red) alerts.
•    Modifies Interactive Voice Response (IVR) scripts and recordings, Trip Planner information bulletins, Reader board information displays and other internal communication media for real-time distribution of special service announcements including service changes, interruptions, detours, special events and promotions.  
•    Manages or assists with call center improvement projects and working groups.
•    Promotes safety awareness and follows safety procedures to reduce or eliminate accidents. 
•    Provides excellent customer service to METRO internal and external customers.
•    Performs other job-related duties as assigned.

Education Requirement

High School Diploma or GED required.  College degree preferred, not required.

Years & Experience Required

Minimum four (4) years’ experience with automated call distribution or data management systems. Operational knowledge of call centers and experience in the capacity of scheduling and/or real time management coordination using Workforce Management software. Experience in statistical analysis, reporting, and mathematical modeling preferred. Supervisory experience a plus.

Knowledge & Skills Required

Knowledge of automated call distribution or data management systems.   Exceptional analytical skills with ability to independently analyze and interpret data, recognize call volume trends, and devise solutions for managing call volumes. Strong excel function skills required i.e, using pivot tables pivot charts, conditional formatting, and VLOOKUP. Strong problem-solving skills and ability to multi-task. In-depth personal computer skills with related software: MS Office with hands-on usage of Excel, Word, PowerPoint, and data exporting. Excellent communication skills (orally and in writing). Good interpersonal skills.  Customer-focused, positive attitude and cooperative. Ability to work in a team environment and act with a sense of urgency to ensure both internal and external customers are serviced in a timely manner.

Additional Information

Work is primarily performed in an office setting in a call center environment.  Ability to work flexible hours in meeting the 
requirements of the call center as some work assignments may require work outside of normal work schedule, evenings 
and/or weekends.

Non-Safety Sensitive