Contact Center Reporting Analyst
Job Description:
This is 5 months contract (with possible extension)
• Note: Candidate should be from Massachusetts, Rhode Island, Connecticut, Maine, New Hampshire, Vermont
• We are seeking a detail-oriented and analytical Business Analyst to support our First Contact Resolution (FCR) Program. This role will focus on analyzing survey data and feedback gathered from customers and agents to identify pain points, operational challenges, and opportunities for improvement.
• By collaborating with internal stakeholders, the Business Analyst will provide actionable insights to enhance the customer and agent experience, drive process optimization, and increase the organization’s FCR rate. The ideal candidate possesses excellent analytical skills, strong business acumen, and the ability to collaborate effectively with stakeholders from various departments.
Key Responsibilities/Duties – what you will be doing (top five):
• Review, analyze, and interpret data collected from vendor-led surveys and other feedback channels
• Identify trends, patterns, and recurring issues impacting first contact resolution rates.
• Develop clear, actionable insights to improve agent efficiency and customer satisfaction.
• Design and maintain dashboards, reports, and presentations to track FCR performance metrics.
• Provide updates and recommendations to key stakeholders, including leadership teams.
• Evaluate current business processes and system to propose improvements
• In collaboration with the FCR Program leader, develop insights into root causes of FCR challenges and propose solutions that align with organizational goals.
• Collaborate with training teams to address knowledge gaps and propose process improvements.
• Work closely with the vendor conducting surveys to ensure data accuracy, relevance, and consistency.
• Monitor the effectiveness of implemented changes and refine approaches based on outcomes.
• Develop and maintain detailed documentation such as business requirements, functional specifications, and process flows.
• Conduct feasibility studies and cost/benefit analyses for proposed projects.
• Stay abreast of industry trends and best practices in business analysis and process improvement.
• Other duties as assigned
Experience:
• Required (minimum): 1-3 years of professional experience
• Preferred: 1-3 years of experience of professional experience in business development.
Certification and Licensure:
Certification in Business Analysis (e.g., CBAP) is highly desirable.
Education:
• Required (minimum): Bachelor’s degree in business administration, Computer Science, Engineering, or related field.
• Preferred: Master’s degree
Skill Requirements:
• Proven experience as a business analyst or similar role
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong written and verbal communication skills, including the ability to present insights to non-technical stakeholders.
• Knowledge of contact center metrics, workflows, and operational challenges.
• Exceptional attention to detail and organizational skills.
• Experience with business analysis tools and methodologies.
• Familiarity with project management principles and practices
Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):
• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Recruiter Details:
Name: Nil Mukherjee
Email: nil@ustechsolutionsinc.com
Internal Id: 25-36486
Job Description:
This is 5 months contract (with possible extension)
• Note: Candidate should be from Massachusetts, Rhode Island, Connecticut, Maine, New Hampshire, Vermont
• We are seeking a detail-oriented and analytical Business Analyst to support our First Contact Resolution (FCR) Program. This role will focus on analyzing survey data and feedback gathered from customers and agents to identify pain points, operational challenges, and opportunities for improvement.
• By collaborating with internal stakeholders, the Business Analyst will provide actionable insights to enhance the customer and agent experience, drive process optimization, and increase the organization’s FCR rate. The ideal candidate possesses excellent analytical skills, strong business acumen, and the ability to collaborate effectively with stakeholders from various departments.
Key Responsibilities/Duties – what you will be doing (top five):
• Review, analyze, and interpret data collected from vendor-led surveys and other feedback channels
• Identify trends, patterns, and recurring issues impacting first contact resolution rates.
• Develop clear, actionable insights to improve agent efficiency and customer satisfaction.
• Design and maintain dashboards, reports, and presentations to track FCR performance metrics.
• Provide updates and recommendations to key stakeholders, including leadership teams.
• Evaluate current business processes and system to propose improvements
• In collaboration with the FCR Program leader, develop insights into root causes of FCR challenges and propose solutions that align with organizational goals.
• Collaborate with training teams to address knowledge gaps and propose process improvements.
• Work closely with the vendor conducting surveys to ensure data accuracy, relevance, and consistency.
• Monitor the effectiveness of implemented changes and refine approaches based on outcomes.
• Develop and maintain detailed documentation such as business requirements, functional specifications, and process flows.
• Conduct feasibility studies and cost/benefit analyses for proposed projects.
• Stay abreast of industry trends and best practices in business analysis and process improvement.
• Other duties as assigned
Experience:
• Required (minimum): 1-3 years of professional experience
• Preferred: 1-3 years of experience of professional experience in business development.
Certification and Licensure:
Certification in Business Analysis (e.g., CBAP) is highly desirable.
Education:
• Required (minimum): Bachelor’s degree in business administration, Computer Science, Engineering, or related field.
• Preferred: Master’s degree
Skill Requirements:
• Proven experience as a business analyst or similar role
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong written and verbal communication skills, including the ability to present insights to non-technical stakeholders.
• Knowledge of contact center metrics, workflows, and operational challenges.
• Exceptional attention to detail and organizational skills.
• Experience with business analysis tools and methodologies.
• Familiarity with project management principles and practices
Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):
• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Recruiter Details:
Name: Nil Mukherjee
Email: nil@ustechsolutionsinc.com
Internal Id: 25-36486
