Purfoods Contact Center Analyst in Ankeny, Iowa

Job Description:

This position is responsible for reporting and analytics for contact center operations. This includes both the development of new reporting, automation of existing reporting, and analysis.

  • Creates and distributes operational and quality reports to the Customer Care leadership team.

  • Provides analysis of data to identify trends and strategic opportunities.

  • Automates existing reporting through existing or new software tools/reporting packages.

  • Provides ad-hoc data on demand to support strategic initiatives.

  • Monitors the accuracy and quality of reporting deliverables and looks to drive continuous improvement.

  • Other projects / duties as assigned.

Job Requirements:

  • Bachelor’s Degree or equivalent education and experience

  • Advanced skills in Microsoft Excel are required.

  • Proficient in SharePoint and Microsoft Office Suite, including PowerPoint and Outlook.

  • Familiarity or past experience with R Studio, SQL Services, SAS, or Python.

  • Experience with ERP/CRM software or Microsoft Dynamics CRM a plus.

  • Prior experience with Contact Center analytics or metrics a plus.

  • Ability to multi-task and handle numerous assignments simultaneously

  • Strong attention to detail, must be able to provide reports with a high degree of accuracy

  • Highly analytical, must be able to provide sound recommentations to leadership based on evidence and fact.

  • Excellent verbal and written communication skills.

  • Ability to work well in a team environment, including being a productive member of a project team.

  • Proficient in data visualization and able to consider multiple approaches to finding a solution.

  • Professional, positive, and enthusiastic attitude

  • Ability to quickly learn and adapt; must be interested in continuous education to take advantage of emergency trends in new software/technology.

  • This role does not directly supervise any employees.

  • Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time.

Position Title: Contact Center Analyst

Company Division: Mom's Meals NourishCare

Minimum Education: Bachelor’s Degree or equivalent

Job Function: Customer Care

Preferred Certifications: Proficient in SharePoint and Microsoft Office Suit

Job State: IA

Email To: Katrina.Richmond@purfoods.com

Employment Type: Full Time, Salaried

Minimum Experience: Previous work-related experience preferred

Required Travel: None

Job City: Ankeny

Job Zip: 50021

Contact Name: Katrina Richmond