Contact Center Data Analyst

Job Description

Position summary

We are seeking a Contact Center Advisor to support the HR Transformation effort (on the Service Management workstream) to establish a Shared Services Organization. The Service Management Team provides support for a DoD HR Services call center, including reporting and analytics, continuous improvement, quality assurance, customer satisfaction and ad hoc support.

The Service Management team consistently works in close proximity to the client, which requires heightened situational awareness and a consistently professional presence. Our client’s point of focus is to provide the best possible customer service to service members, retirees, and their families as they navigate hire to retire HR processes. The client is a hands-on and collaborative group made up of military personnel and civilians.

The role of the Contact Center Advisor is to: bring industry best practices to the client Contact Center leadership team; help them better leverage their new Salesforce, Cisco, and Verint tools; and advise on how to improve the efficiency of the CSR workforce, increase the quality of the customer experience, systematically add new HR features to the Contact Center portfolio, and continue the evolution to a true Shared Services Organization.

• Work in large enterprise-class network DoD, Civilian and State & Local environments, supporting converged technologies
• Lead discovery-related conversations, workshops, and associated deliverables for stakeholders
• Anticipate client needs and formulate solutions to client issues
• Manage, mentor, coach and train junior staff on an ongoing basis

The team

The Contact Center practice is part of Deloitte’s Customer Strategy and Applied Design offering portfolio which focuses on customer growth strategies that drive change in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center/telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrix organization where we align various resource groups to deliver and provide high quality services.

We deliver set of customer solutions :

• Operations | Help clients understand the many disciplines of contact center operational strategy by showing our expertise in planning, building, and operating contact centers in a stand-alone or network environment.
• Engineering | Help clients build, improve, redesign, or stand up contact centers using technologies that engage customers and drive growth. Our engineers and architects work with the latest technologies and vendors to deliver integrated enterprise-wide Contact Center/Telephony solutions.

Qualifications

• 2+ years of Data Analyst Experience

• 1 + years contact center technology experience

• Willing to travel is up to 25% if needed, due to COVID-19 all non essential business travel is suspended until further notice

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred Qualifications:

• Active DoD Secret Clearance
• hands on Salesforce experience
• HR Transformation experience
  

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

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As used in this posting, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.