Lead Analyst, Contact Center Analytics

Chick-fil-A is looking for an experienced Lead Analyst, Contact Center Analytics to join our team! As the Lead Analyst, you will be responsible for leveraging data to support the Contact Center's strategic initiatives and providing actionable insights to assist in optimizing operational performance. We are looking for a dynamic and highly analytical individual who is comfortable working independently, possesses strong problem-solving skills, and is a collaborative team player.To be successful in this role, you should have a Bachelor's degree in Business, Mathematics, Statistics, or another related field, as well as 4+ years of experience in contact center analytics and data analysis. You should also have deep knowledge of contact center operations, customer experience, and key performance indicators. Additionally, you should possess advanced skills in Excel and Power BI, be an effective communicator, and be a creative and strategic thinker.

Responsibilities:

1. Utilize data to support the Contact Center's strategic initiatives and provide actionable insights to help optimize operational performance.
2. Analyze customer experience, contact center operations, and key performance indicators.
3. Collaborate with team members to ensure successful completion of projects.
4. Monitor and report on contact center performance metrics, customer trends, and customer feedback.
5. Create detailed reports and presentations to share findings with key stakeholders.
6. Identify areas of improvement and recommend strategies for optimizing operations.
7. Develop models and forecasting tools to predict customer behavior and contact center performance.
8. Utilize advanced skills in Excel and Power BI to analyze data.
9. Proactively identify and troubleshoot problems and create solutions.
10. Maintain a positive attitude and foster a culture of collaboration and cooperation.

According to JobzMall, the average salary range for a Lead Analyst, Contact Center Analytics in Atlanta, GA, USA is $71,000 - $98,000 per year. This estimate is based on salaries submitted to JobzMall by employers and anonymous employees. The salary range may vary depending on the experience, qualifications, and skills of the candidate.

Chick-fil-A is an American fast food restaurant chain headquartered in the city of College Park, Georgia, specializing in chicken sandwiches. Founded in May 1946, it operates more than 2,200 restaurants, primarily in the United States with locations in 47 states and plans for a location in Hawaii to be the 48th state.