LiveOps Inc.

Data Analyst

US-Remote
ID
2017-1100
Talent Acquisition Demand
1
Category
Administrative/Clerical

Overview

The Community Operations Team is tasked with ensuring high quality results and support for LiveOps clients and Independent Agents. As an Analyst, you will be responsible for gathering and interpreting data on call center trends. You will analyze agent population metrics such as attrition, performance, and behaviors, as well as call center performance including call handling and client performance. You will work closely with the cross functional teams to define analysis needs, identify trends and propose solutions. A successful candidate will be a self-starter who loves digging into data and discovering insights hidden within that data. Superior analytical and problem-solving skills are essential.

Responsibilities

  • Provide reporting and analysis on key call center metrics
  • Analyze call center trends and provide recommendations for improvements
  • Run A/B tests to optimize client and agent performance
  • Create scripts or tools for extracting and presenting data
  • Discover correlations between agent behaviors and performance metrics

Qualifications

  • Bachelor’s Degree in a quantitative or technical field
  • Advanced Excel skills including pivot tables, complex nesting formulas and statistical analysis
  • Ability to work autonomously but also in collaboration with cross functional teams
  • Demonstrated ability to learn and apply new technologies
  • Excellent problem-solving skills
  • Thrive in a fast-paced environment with tight deadlines
  • Excellent written and oral communication skills
  • Experience using statistical packages for analyzing large data sets (Excel, SAS, SPSS, etc.)
  • PHP Development Skills a plus
  • Demonstrated experience with business intelligence and visualization tools (DOMO preferred)

  • Working Knowledge of MySQL, Git, CentOs, Apache a plus

Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift to 50 pounds while operating office equipment and conducting daily duties.

 

About Liveops:

 

Liveops offers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand. More than 400 organizations across service industries including retail, healthcare, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

 

LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

 

For more about Liveops, visit http://www.liveops.com/

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