Manager, Virtual Connect Analytics

As a Virtual Connect Analytics Manager supporting call center and sales, you will play a pivotal role in optimizing operational efficiency, enhancing customer experience, and driving revenue growth through insightful data analysis. Leveraging your expertise in data analytics, you will collaborate with cross-functional teams to extract actionable insights from various datasets related to call center operations and sales performance. Your findings and recommendations will directly contribute to strategic decision-making processes aimed at improving overall business performance and customer satisfaction.

Key Responsibilities:

Data Collection and Preparation:

• Gather, organize, and clean large datasets from call center logs, sales records, customer interactions, and other relevant sources.
• Ensure data accuracy and integrity by identifying and rectifying any discrepancies or anomalies.

Data Analysis and Interpretation:

• Utilize statistical methods and analytical techniques to uncover trends, patterns, and correlations within the data.
• Perform in-depth analysis of call center metrics (e.g., call volume, wait times, resolution rates) and sales performance indicators (e.g., conversion rates, revenue trends).
• Identify key drivers impacting call center efficiency, sales productivity, and customer satisfaction.

Reporting and Visualization:

• Develop comprehensive reports, dashboards, and data visualizations to communicate findings effectively to stakeholders.
• Present insights and recommendations in a clear, concise manner to facilitate data-driven decision-making processes.
• Customize reports and dashboards according to the specific needs of different teams and departments.

Performance Monitoring and Optimization:

• Monitor ongoing call center operations and sales activities to track performance against predefined KPIs and targets.
• Proactively identify opportunities for process improvements, cost reductions, and revenue optimization based on data analysis.
• Collaborate with stakeholders to implement and evaluate initiatives aimed at enhancing call center efficiency and sales effectiveness.

Predictive Modeling and Forecasting:

• Develop predictive models and forecasting algorithms to anticipate call volumes, sales trends, and customer behavior.
• Generate actionable insights to support resource allocation, staffing decisions, and inventory management.

Cross-Functional Collaboration:

• Collaborate with cross-functional teams including call center managers, sales representatives, IT specialists, and marketing professionals.
• Act as a subject matter expert on data analytics, providing guidance and support to stakeholders across the organization.

Qualifications:

• Bachelor's degree in Mathematics, Statistics, Computer Science, Economics, or a related field. Advanced degree preferred.
• Proven experience in data analysis, preferably in a call center or sales environment.
• Proficiency in data manipulation and analysis using tools such as SQL, SAS, or similar.
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Experience with data visualization tools such as Power BI
• Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences.
• Detail-oriented mindset with a focus on accuracy and precision.
• Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving skills and a proactive approach to identifying and addressing business challenges.
• Familiarity with call center software, CRM systems, and sales analytics platforms is a plus.