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inContact Contact Center Analyst
Ref No.: 18-00157
Location: Basking Ridge, New Jersey
Position Type:Contract
Start Date: 08/21/2018
The inContact Contact Center Analyst is responsible for developing business performance reports, ad hoc reporting, and conducting in-depth analysis of contact center related data analysis that will support key decision making, driving improvements in customer experience, contact center performance, and employee engagement. Role is responsible for in-depth knowledge of the InContact Contact Center Suite.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Expert level knowledge of inContact Script and Database integrations.
• Familiar with NICE and inContact DB connector extracts for advanced reporting
• Effectively translate end-user reporting requirements into technical design documents, conduct report testing and validation.
• Experience and understanding using data and business intelligence tools including SQL, Tableau, Oracle, SharePoint and Microsoft Excel
• Responsible for developing and maintaining the contact center data repository.
• Participates with contact center leadership in data deep dives to identify root cause of problems, report back to contact center leadership and findings and potential solutions.
• Enhances reporting for agent productivity, call categorization, and offer recommendations to reduce call traffic.
 
Education and/or Experience Candidates must have:
• Bachelor's Degree in Business Management, Mathematics, Information Technology, or related discipline
• 3+ years working in an analytical role in a contact center environment
• Thorough understanding of contact center operations
• Excellent ability to read data models, understand database relationships, communicate statistical information to multiple levels within the organization
• Strong dedication to detail and accuracy
 
Additional must haves:
• Deep knowledge of NICE inContact Scripting and database tools
• inContact IVR Script node configuration and the impacts it has on reporting