Contact Center Reporting & Analytics Specialist (SQL)
Contact Center Reporting & Analytics Specialist (SQL)
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$ 66000 - 103260
1 Vacancy
Job Description
Redefine the future of customer experiences. One conversation at a time.
Were changing the game with a first-of-its-kind conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI built by amazing humans.
Our culture is forward-thinking customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service our products and services and most importantly each other. Sincecompanies and 1M users rely on Nextiva for customer and team communication.
If youre ready to collaborate and create with amazing people let your personality shine and be on the frontlines of helping businesses deliver amazing experiences youre in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
The Data Analyst in Nextiva Contact Center will leverage SQL reporting and analytics to surface call volume details and insights and output those results in customer-facing contact center environments.
Responsible for the successful creation and iteration of new customer and existing customer reports and dashboards. Duties include but are not limited to complex reporting requirement gathering reporting implementation and configuration and self-project management. Solutions in line with Nextivas product and Professional Services SKUs in support of Nextiva Contact Center (NCC).
The position requires strong personal time management skills organizational skills accountability autonomy problem-solving and the ability to multitask in a constantly changing environment with multiple priorities.
Key Responsibilities:
The above statements describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this job.
- Solution reporting design of Nextiva Contact Center for Enterprise and Strategic customers in Professional Services ensuring successful customer outcomes
- Reporting requirements capture and design responsibility
- Manage complex contact center environments from initiation to completion
- Complex call flow design with Expert Contact Center configuration knowledge
- Extensive multi-location Contact Center configuration and deployment
Qualifications:
- Coding knowledge in SQL Python or the equivalent (SAS R)
- Data visualization using Google BigQuery/Tableau/Power BI
- Proven experience (5 years) working in a contact center environment focusing on SQL and process optimization
- Strong communication skills with the ability to effectively collaborate with cross-functional teams and communicate complex ideas to non-technical stakeholders
- Excellent analytical and problem-solving skills with the ability to translate business requirements into technical solutions
Nextiva DNA (Core Competencies)
Nextivas most successful team members share common traits and behaviors:
- Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
- Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
- Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.
Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.
The expected hiring range is $66000-$103260. A different level in the job hierarchy may apply to a specific candidate resulting in a different hiring range.
- Health -Multiple health plan options to suit your needs including medical dental vision and telemedicine coverage
- Insurance - Life disability and supplemental indemnity plans
- Work-Life Balance -Flexible Time Off (FTO) for salaried employees PTO for hourly employees Paid Sick Time (PST) paid parental bonding leave and paid holidays
- Financial Security -401(k) with company match Health Savings Accounts with company contributions Dependent Care FSA
- Wellness -Employee Assistance Program and comprehensive wellness initiatives
- Growth -Access to ongoing learning and development opportunities and career advancement
At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!
Established in 2008 and headquartered in Scottsdale Arizona Nextiva secured $200M from Goldman Sachs in late 2021 valuing the company at $ check out whats going on at Nextiva check us out on Instagram Instagram (MX) YouTube LinkedIn and the Nextiva blog.
Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.
#LI-MS1 #LI-Remote
Required Experience:
Unclear Seniority
Employment Type
Full Time
