Call Center Analyst

$100,000 - $135,000/Yr

Forest Lawn Memorial-Parks & Mortuaries - Glendale, CA

Glendale, CA

Personal and Laundry Services

About the position

Our Information Center is looking for a Call Center Analyst to join our team! The position provides technical, analytical and administrative support for the Information Center, currently comprised of AWS (telephony), 8x8, Salesforce, and Playvox WFM. Performs operational monitoring, data analysis, and quality assurance to assess the customer experience during their interaction with the call center employees in order to make recommendations to management for improvements.

Responsibilities

• Act as a technology partner between the Information Center and Technology Services to aid in planning, coordinating, and directing the delivery of highly complex business solutions to meet our call center needs.
• Understand complex call center technology, data analysis, and business analysis, including but not limited to gathering requirements for enhancements, coordinating and overseeing UAT, and coordinating production releases for enhancements and technical fixes.
• Analyze and report historical data and trends, including but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource.
• Work with Workforce Management Analyst to analyze and report on trends and make recommendations regarding agent efficiency.
• Produce reports and analysis across multiple systems and sources.
• Create reports and dashboards from scratch using Salesforce CRM Analytics, including but not limited to creating data connectors, building recipes, filtering, and updating data.
• Work with stakeholders in multiple departments to understand their data needs and deliver reporting and data visualizations in a timely manner.
• Troubleshoot unexpected technology issues as they arise, resolving them quickly or escalating them to our internal technology services partners and updating stakeholders in a timely manner.
• Drive continuous improvements to our operations, including but not limited to enhancing existing technology by gathering requirements and working with internal technology partners or external consultants to deliver on a strict timeline.
• Manage relationships with outside technology vendors.
• Assist with assessment of vendors for new technology.
• Responsible for assessing and onboarding new technology, including but not limited to gathering requirements and overseeing software project builds and organizing (UAT) User Acceptance Testing.
• Troubleshoot data integration issues in sandbox/production, including but not limited to telephony.
• Create tickets and coordinate with internal support and outside vendors to resolve short term and long-term technology incidents.
• Manage escalations from multiple internal teams following Forest Lawn's Incident Management process or escalation procedures.
• Manage multiple tasks; quickly and efficiently move attention between multiple tasks without loss of accuracy and while maintaining a calm and confident demeanor under demanding conditions.
• Problem solve and act independently to resolve complex systems issues as needed.

Requirements

• Associate's degree (A.A.) in a data, math or technology-related field and/or post high school education.
• Minimum of five years of progressive business experience in a call center environment.
• Minimum 5+ years of analyst experience with customer support operations.
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center best practices.
• Strong knowledge of CRM and Lead Management solutions.
• Strong verbal and written communication skills required; must be able to communicate effectively with core project team members, team leads, and end-users.
• Proficient in Microsoft Suite (Outlook, PowerPoint, Excel, Word)

Nice-to-haves

• Previous experience solving complex technology issues.

Benefits

• Excellent benefits package competitive with the industry.