Data Analyst - Call Center: Jitterbug (Greatcall Inc.)

About the Company

At Great Call, our mission (and our passion) is to harness the power of technology to create products that are easy to use. We make technology work for our customers. Located in North County, San Diego, we are a dedicated team of energetic, hardworking, fun people who are committed to the successful launch of Jitterbug and our roadmap of wireless products and services. Our company’s overall drive for excellence includes a commitment to the development and well being of our employees. As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.

Join a fast-paced start up that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at http://www.jitterbug.com/.

About the Opportunity

If you’re a high-energy team player with Call Center analyst/reporting experience, you can launch an exciting career with almost unlimited possibilities at our Carlsbad Customer Service Center. Use your proven analytical, problem-solving and technical skills to expand the efficiency and growth of a fast paced call center.

Key Role: Serve as a reporting and data analyst and provide technical subject matter expertise on call center performance metrics analysis, design, development, and the execution of business object queries, contact center reports, and dashboards.

Key Responsibilities:

· Produce and analyze call center reports with end users ranging from agents to executive management

· Reviewing system data

· Publish reports in multiple formats, including online and Excel

· Analyze data and make recommendations

· Develop performance reports for system stakeholders in order to assure tracking of departmental key performance indicators. Assures operations have and implement tracking mechanisms for all metrics

· Call data analysis and reporting to optimize call center efficiency, productivity and performance

· Searching internal system data

· Identify and fix errors in data before a data set is sent to Support management team

· Gathering information and developing any ad hoc reports for team

· Assisting with special projects as needed

· Manage rewards/incentive programs based on reporting data

· Developing comparative, normative data for customer reports

· Write, run, print, and check daily and monthly reports

· Develop and design new reports

· Create, run, and distribute weekly and other periodic operational reports as required

· Assist all departments with developing capability to measure and report on their portion of the business

Qualifications:

· Must be knowledgeable in call center metrics

· Microsoft Excel, including table lookup, pivot tables, formulas, graphing, import, formatting

· Microsoft Access - queries

· PowerPoint – Charting

· Ability to export/extract data from various systems for use in generating reports

· Strong analytical, technical, and communication skills

· Attention to detail, ability to prioritize to meet deadlines

· Exceptional written, verbal, and interpersonal skills

· Ability to work across and up/down organization

· Willingness to cover full span of work required as company grows

· Bachelors degree or equivalent work experience

Apply Now!!! www.jitterbug.com/careers