1+ months

Contact Center Business Systems Analyst

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E \u003C/strong\u003EThe customer experience analyst will work as part of a team that will provide The Home Depot with essential insights to drive improvements to the customer experience, associate engagement, and business efficiencies. The systems supported by this team will include call recording, speech / text analytics, desktop analytics, and quality assurance for all Home Depot contact centers.\u003Cp\u003EThe customer experience analyst will be responsible for using business systems and data sources to derive insights from customer contacts to THD contact centers. The analyst will use a variety of methodologies to drive operational and experience improvements with primary focus on speech/text analytics and desktop analytics. The ability to learn and communicate how customer experiences relate to business objectives will be critical to success.\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 50% - Provides business application support for call recording system. Maintains user access and hierarchy. Acts as first point of contact for call recording system support - navigation and troubleshooting, escalating to IT when appropriate. \u003Cbr /\u003E 40% - Provides support for business improvement initiatives using a variety of qualitative and quantitative analysis methods and data sources. Conduct call listening exercises to identify root causes and find illustrative call examples. Analysis of large data sets to identify drivers and trends. \u003Cbr /\u003E 10% - Create clear and concise presentations of findings for a variety of audiences including senior leadership\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to Manager. \u003Cbr /\u003E This position has 0 direct reports.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003ESTANDARD MINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E Must pass a Drug Test.\u003Cbr /\u003E Must pass Background Check.\u003Cbr /\u003E Must pass pre-employment test (if applicable).\u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E2 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Bachelor\u0027s degree or equivalent work experience in an analytics role\u003Cbr /\u003E Experience working in contact centers\u003Cbr /\u003E Knowledge of contact center technology platforms\u003Cbr /\u003E Experience working with MS Office suite - particularly Excel\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003EAbility to work effectively without direct supervision \u003Cbr /\u003E Entrepreneurial mindset and analytical approach to problem solving \u003Cbr /\u003E Adaptability \u003Cbr /\u003E Teamwork\u003C/div\u003E

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Posted: 2021-04-06 Expires: 2021-06-04

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Contact Center Business Systems Analyst

Home Depot
Atlanta, GA 30303

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