Call Center Business Analyst

Overview: The purpose of the Contact Center Business Analyst (internal title Consumer Connection Data & Content Specialist)is to optimize efficiencies within the LIXIL Americas Consumer Connection contact centers to create an easier, lower effort experience for both consumers and agents while finding information and solutions.This role contributes to the success of the organization by identifying operational gaps and streamlining processes and workflows across various technological and managerial platforms, thus helping the team achieve service performance targets and enhancing the consumer experience.This position (located in NJ) has remote capability, but in office requirement at least 2 days per week or as needed.

Responsibilities: Analyzes and translates data into actionable plans that will drive upstream process improvements including workflows, system efficiencies, WFM/scheduling, contact deflection, automation, artificial intelligence (AI), etc.Act as the gatekeeper of the CRMs knowledgebase, developing and managing content to build a library of articles for publishing ex/internally to digital self-service tools, such as FAQs.

Then measuring helpfulness, first contact resolution, call deflection rates, etc.

Glean quantitative and qualitative consumer feedback and partner cross-functionally to summarize opportunities derived from voice of consumer tools such as surveys, contact drivers, orders, etc.

Provides reports and analysis on a regular basis to ensure leadership has the information necessary to make the appropriate business decisions regarding operations, staffing, training and overall contact center performance.Monitors real-time agent adherence and performance using Contact Center applications; taking a proactive approach to enhancing overall performance and operations.

Qualifications: Bachelors degree5 years’ experiencePreferred knowledge/experience with Salesforce, Contact Center CRM tools, FIve9, SAP,.

Business optimization, WFMLI-DR1