Data Analyst Call Center

· Data Analyst will act as a liaison between the Centralized and Site WFM teams.
· Initiates and manages all Data Annalyst communications between centralized, site teams, and leadership.
· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
· Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.
· Root cause analysis of SLA deviations, action plan development and resolution
· Monitor real-time queue, schedule adherence & attendance.
· Key daily exception requests and update schedules
· Optimize breaks of the day or day before the actual schedule.
· Schedule ADHOC intra-day training requests and update schedules.
· Produce and analyze daily efficiency reports (representative availability, access level etc.)
· Attend/lead centralized and/or site management meetings, as required
· Strong data source relationship understanding is desired. Database knowledge will be ideal.
· Cater to real time reporting adhoc requests as and when required.
· Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
· Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation