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Supervisor- Call Center Data Analyst 3- 4439779

Job Details1 positions available immediatelyStart Date:
5/18/15 Hours:
9am-5pm2-3 month temporary assignment in East Syracuse, NY 13057Data Analyst 3Project Background/Job Description:
The data analyst will be responsible for auditing phone interactions, between customers and customer service agents, to determine the purpose of the call, how service issues were resolved and provide a synopsis of all relevant call details.
The analyst will also take LEADING ROLE in preparation, analysis and reporting of the "voice of the customer" data garnered from call audition.
Primary responsibilities (Day to Day Responsibilities)- Quickly and accurately provide a summary of a customer -agent interaction- Document all call information, according to standard operating procedures, in a web application environment- Provide guidance and support for junior analysts to conduct root cause analysis of customer issues- Ability to design and execute quality control measures to ensure accurate and detailed ddatea collection- Identify and resolve data entry issues by following up with data entry personnel, determining where alternative or additional content should replace or supplement current entries:
escalating unresolved issue to senior analyst- Perform data structuring activities including data cleaning, categorization and finalization steps to provide senior analysts with complete data sets for analysis and reporting- Assist senior analysts in building and generating analysis views and reports- Research additional information, required by senior analysts, using available resourcesSoft Skills of Ideal Candidate - Excellent listing skills - Good data entry and typing skills- Strong attention to detail- Excellent written and verbal communication skills- Ability to quickly develop detailed but concise synopses of lengthy unstructured content- Some root cause analysis experience- Strong technical and problem solving abilities- Expert advanced use of Microsoft Office (Word, Excel, Access, PowerPoint, ect)What are the 4 most critical responsibilities for this position?- Ensure data entries meet project requirements by identifying and resolving data issues- Allocation of workload to each team member- Provide guidance and support to junior analyst as needed- Provide senior analysts with status updates and project performance metricsOther DetailsSome training on Nexidia and Bus Ops Metrics App Some college education is requiredPay is negotiable for this supervisor role PLEASE NOTE THERE ARE 4 SIMILAR POSITIONS AVAILABLE DEPENDING ON SKILL LEVEL Required Skills:
Desired Skills:


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