Contact Center Analyst

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Contact Center Analyst
LOCATION	Onsite New York NY (Hybrid 2 Days)

Skills Required

Strong understanding of contact center KPIs and operational levers including routing staffing adherence quality and customer experience drivers.
Experience building and maintaining real-time and historical reports recurring scorecards and executive-ready summaries.
Advanced Excel skills and comfort working with reporting tools extracts datasets and reconciliation.
Working knowledge of middleware platform concepts including middleware routing logic agent desktop workflows integration touchpoints and routing outcomes that influence reporting and operations.
Working knowledge of Avaya contact center reporting concepts including queues skills routing outcomes call classification and the operational impact of configuration changes.

Contact Center Analyst LOCATION Onsite New York NY (Hybrid 2 Days) Skills Required Strong understanding of contact center KPIs and operational levers including routing staffing adherence quality and customer experience drivers. Experience building and maintaining real-time and...