Contact Center Reporting & Analytics Specialist

Summary

Join Nextiva as a Data Analyst in the Contact Center and leverage your SQL reporting and analytics skills to provide valuable insights into call volume details. You will be responsible for creating and iterating on customer reports and dashboards, gathering complex reporting requirements, and implementing and configuring reports. This role demands strong time management, organizational skills, problem-solving abilities, and the capacity to manage multiple priorities in a dynamic environment. You will design solution reporting for Nextiva Contact Center enterprise and strategic customers, ensuring successful customer outcomes. The ideal candidate possesses proven experience in a contact center environment, strong SQL skills, and excellent communication and analytical abilities. Nextiva offers a competitive compensation package and a comprehensive benefits program.

Requirements

• Coding knowledge in SQL, Python, or the equivalent (SAS, R)
• Data visualization using Google BigQuery/Tableau/Power BI
• Proven experience (5 years) working in a contact center environment, focusing on SQL and process optimization
• Strong communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex ideas to non-technical stakeholders
• Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions

Responsibilities

• Solution reporting design of Nextiva Contact Center for Enterprise and Strategic customers in Professional Services, ensuring successful customer outcomes
• Reporting requirements capture and design responsibility
• Manage complex contact center environments from initiation to completion
• Complex call flow design with Expert Contact Center configuration knowledge
• Extensive multi-location Contact Center configuration and deployment

Benefits

• Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Life, disability, and supplemental indemnity plans
• Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
• 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Employee Assistance Program and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement