Crunching Numbers, Enhancing Calls, Driving Success!
PeopleShare is hiring ASAP for a Data Analyst in the Richmond area
Apply now to be immediately considered!
Details for Data Analyst
- 100% On-Site
- Schedule: Monday - Friday 8:00 am - 5:00 pm
- Pay Rate: $38/hour = $79,000/year
- Contract to Hire
- Community-Facing
Job Responsibilities & Description for Data Analyst:
Call Center Data Analysis – Analyze call center metrics, such as call volume, average handle time (AHT), first call resolution (FCR), and abandonment rates to identify trends, performance gaps, and opportunities for improvement.
• Reporting & Dashboards – Design and deliver regular reports and interactive dashboards to communicate key performance indicators (KPIs) and service level performance to stakeholders.
• Performance Monitoring – Track and assess call center performance in real-time, providing feedback and recommendations to improve operational efficiency and agent productivity.
• Root Cause Analysis – Investigate issues affecting call center performance, such as service delays, customer complaints, or operational bottlenecks, and provide data-driven solutions to address them.
• Collaboration with Teams – Work with call center management and frontline teams to interpret data and support process optimization and training initiatives.
• Data Quality & Integrity – Ensure accuracy, consistency, and integrity of call center data across various platforms and systems. Conduct regular data audits to validate reporting and performance measures.
• Trend Analysis & Forecasting – Use historical data and predictive modeling to forecast call volume, staffing needs, and identify potential areas of concern in upcoming periods.
Job Requirements for Data Analyst:
- 2-5 years experience in data analytics and handling KPI's
- Experience analyzing call-center data
- Proven experience in analyzing and interpreting call center metrics to improve operational performance and customer satisfaction
- Ability to analyze complex sets of data
- Experience utilizing CRM tools and reporting platforms
- Strong verbal and written communication skills
- Bachelor's or Master's degree preferred
PeopleShare is the largest staffing company on the east coast hiring temporary to permanent and permanent jobs in Virginia throughout the Chesterfield, Midlothian, Bon Air, Chester, Mechanicsville, Ashland, Colonial Heights, Glen Allen, Ashland, Sandston, Rockville, Powhatan, Highland Springs, and Henrico areas. We have openings for data analyst, call center lead, call center supervisor, call center manager, data analyst, business analyst, call analyst, data specialist, data scientist, data strategist, metrics, call-center, call-center supervisor, data analyst, data engineer, analyst, economics, e-commerce, customer service director
PeopleShare provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category or class under federal, state, and/or local laws. This policy applies to all locations and all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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