Senior Call Center Reports Analyst and IT Leader PositionNations Info Corp

Senior Call Center Reports Analyst and IT Leader Position
 
We seek a highly experienced data maven who will transform our current analytics reporting and IT team.
Our operations performance data is the backbone of our Sales Operations in our call center. You will provide exceptional insight through data and make consequential  recommendations for our Call Center operations and projects. You will also supervise our call center dialer administrator (vicidial) and IT remote support specialist.  
 
Position Responsibilities
Produce reporting and KPI tracking to help management understand Contact-Center operations and make informed decisions.
Working with the department analyst/administrator will be responsible for extracting data and  collating weekly, monthly and quarterly reports for internal and external purposes as well as report on client performance. 
Manage the vicidial administrator and ensure that the call center dialer is performing within optimal parameters and service levels. 
Manage the IT remote support specialist which provides support to the call center remorse staff and ensure acceptable service levels. 
Qualifications
Bachelor's degree in Computer Science, Mathematics, Statistics, Finance or a related field.
Strong understanding of Microsoft Office (Excel, Word) and SQL including Advanced experience in handling data from spreadsheets in Excel. 
Proficiency in conducting data extraction from vicidial back end data systems
Ability to work autonomously, take ownership of tasks and problem solve where required
Five to Seven years of data management including 4+ years of professional experience in an analytical role.
Preferred but not required , basic knowledge of hardware and software troubleshooting, remote application ( AnyDesk, UltraViewer, TightVNC, etc. ). Vici works, Network Troubleshooting and both Mac and Windows OS troubleshooting skills.
1-2 years in managing technical staff/team. 
Proficient in English (verbal and written)
Additional information
Eager to work with new tools and technologies.
Proactive, independent and comfortable working in a fast-paced, numbers driven environment.
Short and long-term project management experience.
Ability to work collaboratively and present to all levels including senior management.
Benefits
Competitive Salary
HMO health after 3 months of service
Meal plan allowance (On-site café)
Numerous employee appreciation events throughout the year.
Quarterly bonus
Fixed Weekends Off

Managerial / Supervisory