The Team
Everyone at Christian Care Ministry agrees to our Statement of Faith which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God to the best of our ability.
The Role
The Contact Center Analyst position ensures that the contact center receives the reporting support and information by developing and automating production reports, generating ad-hoc reports on demand, troubleshooting systems issues, conducting analysis of reports to identify trends and root causes. In this role, the Contact Center Analyst is able to analyze large amounts of data (from various systems), draw conclusions and make recommendations to leadership to drive results. The Contact Center Analyst is extremely proficient with all Microsoft Office applications and is very comfortable with technology.
Essential Job Duties & Responsibilities
- Create Contact Center Executive level daily/monthly/quarterly reporting and provide insights needed to meet strategic ministry goals and objectives
- Compose and complete daily, weekly, monthly reporting on internal business practices
- Extract reports from CC systems and house reports on shared drive in a timely manner within various formats
- Develop and create call center reporting as directed by the contact center management
- Uses data and reports, review, analyze and improve call center processes by reducing unnecessary, manual or repetitive steps creating improved efficiencies in resources
- Presents findings to leadership in executive summaries, both formal & informal with ability to rely reporting results effectively in both technical and non-technical language
- Develop and maintain various methods and templates for extracting and reporting data from multiple platforms
- Enhance and automate existing reports by finding streamlined workflows to complete workload
- Engage with other WFM and Contact Center roles to provide education, training, and succession planning, to ensure role is not isolated to a single point of failure
- Contribute to the exercise and expression of the Ministry’s Christian beliefs
- All other duties as assigned
Essential Skills & Abilities
- Strong analytic skills, with understanding of how to interpret data/analysis
- Advanced Microsoft Office skills, particularly Excel (i.e. pivot tables) and PowerPoint
- Ability to effectively structure and communicate complex problems and ideas into meaningful business insights
- Strong understanding of Workforce Management tools (i.e. Verint, Teleopti) and Contact Center metrics
- Advanced understanding of ACD and Workforce Management reporting principles
- Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
- Excellent organizational and time management skills with the ability to handle multiple projects under pressure with minimal supervision
- Excellent written and verbal communication skills
- Experience with data visualization and presenting analytical findings to the business
- Resourceful, self-managed, detail-oriented and quick thinking
- Excellent project management skills
- Proven ability to maintain highest level of confidentiality, discretion, and integrity
- Strong knowledge of SaaS, networking, internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Contact Center best practices
Core Competencies/Demonstrable Behaviors
- Collaborates – builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
- Business insight—Applying knowledge of business and the marketplace to advance the organization’s goals
- Interpersonal Savvy – relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences
- Nimble learning—Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
- Situational Adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations.
- Cultivates innovation—Creating new and better ways for the organization to be successful
- Optimizes work processes—Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
Education and/or Experience
- Associates degree with 3-5 years’ of previous contact center experience required OR equivalent education and experience required.
- Bachelor’s degree preferred.
- 2 years’ of analyst experience with customer support operations preferred.
Incentives & Benefits
We work hard to serve our members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.
Employees are eligible to receive annual incentive pay based on individual and organizational performance.
Some of our benefits include, but are not limited to:
- Generous paid time off (PTO), paid holidays, and paid volunteer days
- 401(k)
- Healthcare
- Dental/Vision plans
- Life & Disability plans
- Accident, Critical Illness, & Hospital plans
- Professional development
- Weekly chapel service and prayer times
- Onsite & Virtual fitness classes
- Employee Wellness Rewards & Programs
- Employee Assistance Programs
States we employ in: AL, AZ, CO, FL, GA, IL, IN, KY, MO, NC, OH, SC, TN, TX, VA, WI, WV. In order for your candidacy to be considered, you must have established residency in one of these states or being willing to relocate.