Contact Center Reporting Analyst - Remote

Overview

We are seeking a detail-oriented and data-driven professional to oversee chatbot management and contact center reporting. This role is responsible for ensuring the chatbot is regularly optimized for accuracy and efficiency, generating insightful reports on customer interactions and performance, and providing analytical insights to enhance overall contact center operations. The ideal candidate will have an analytical mindset, experience in bot optimization, working knowledge of telephony platforms (preferably Dialpad), a solid understanding of contact center metrics, and strong excel skills.

In Short

• Manage and optimize multiple chatbots for seamless customer interactions.
• Update chatbot scripts based on user feedback and analytics.
• Monitor chatbot performance metrics for enhancements.
• Maintain contact center reporting including KPIs and SLAs.
• Analyze contact center data for trends and process improvements.
• Generate reports and dashboards for leadership insights.
• Assist with management of the Dialpad telephony platform.
• Train staff on chatbot functionality.
• Ensure compliance with data privacy regulations.
• Stay updated with AI-driven customer service technologies.

Requirements

• High School Diploma or GED.
• Experience managing chatbots and analytics in a contact center.
• Strong analytical and problem-solving skills.
• Proficiency in Excel, including pivot tables and data visualization.
• Excellent communication skills for presenting data.
• Ability to manage multiple priorities independently.
• Attention to detail and commitment to accuracy.
• Understanding of data privacy regulations.

Benefits

• Competitive compensation and benefits.
• Retirement plan with a match after 1 year of service.
• Medical, dental, and vision insurance.
• Company-paid basic life insurance.
• Short-term and long-term disability insurance.
• Generous paid time off.
• Tuition reimbursement.