Customer Service - Data Analyst I

OverviewWhen you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.About This OpportunityOur Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. The Data Analyst will analyze call center data and reports to better understand trends, improve forecasting and help improve overall call center operations. The Data Analyst will also have a focus on report automation and data visualization to continue improving operational efficiency.ResponsibilitiesBuilding and enhancing Customer Operations reports and analytics capabilities.Use MS Office Suite, Tableau, database and PowerBI tools to create and/or improve existing reports, presentations, and databases to better meet the organization’s needs.Using data, provide evaluations, analysis and opportunities for improved customer service support, reduced cost and simplification of processes.Develop tools and reports to measure process improvements along with methods for assessing progress towards goals and objectives.Primary Duties/Responsibilities:Use data and reporting to identify and track improvements in processes, staffing, costs, service levels, call volumes, wrap-up reporting and other call center functions.Analyze call center data and reports to better understand trends, improve call volume forecasting and help improve overall call center operations.Using available data and reports - provide input and suggestions to management for improvements and cost reductions within the department.Create and distribute daily, weekly, and monthly reports in support of call center management.Develop and create call center reporting as directed by the call center management.Help develop department budgets and cost models based on trends, sales forecasting and other relevant data.Using data and reports, review, analyze and improve call center processes by reducing unnecessary, manual or repetitive steps creating improved efficiencies in resources.Assist with analyzing new programs, applications or products and help define the impact (positive or negative) they may have on the organization.Will typically work with call center management, quality teams, trainers, project managers, IT, IVR teams, Reports team, and other support personnel.Become very familiar with the functions and reporting capabilities of Nextiva, Cisco IVRs, and internal financial platforms.Other tasks and responsibilities as assigned.Ability to work flexible hours with potential weekend work. QualificationsBachelor’s Degree in Business or related field preferredBackground working with call center analytics, reports and processesSuperior attention to detail, high level of accuracyDemonstrate a solid understanding of call center metricsHave proven background of results and improvements in call center operationsExperience translating business requirements to real world solutionsDemonstrated outstanding communication and presentation skillsDemonstrated background taking the lead and driving programs to resolutionProven background working with upper management and support personnelExtensive background using these or similar applications: MS Office Suite (especially Excel and Power Point), Tableau, Splunk, SQL and Power BIExcellent time management skills. Ability to function effectively in a fast-paced environmentTableau and PowerBI experience requiredSome Six Sigma experience preferredInComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.This position is eligible for the Employee Referral Bonus Program - Tier II