Statement of Purpose: The Call Center Data Analyst will be responsible for aggregating metrics from multiple data sources into comprehensive, cohesive reports that will be distributed to internal Chicago Lighthouse leadership and external clients. The analyst will also work closely with internal IT and Telephony support to maximize system uptime for all call center systems.
Key Responsibilities:
Generate daily, weekly, and monthly production reports for multiple call center accounts
Collaborate with IT support staff to minimize operational impact of technical issues
Produce internal departmental efficiency reporting and provide timely, accurate reports to all levels of Chicago Lighthouse leadership
Monitor and report on the current state of departmental work queues
Maintain up-to-date listings of call center staffing rosters, queue assignments, and client contacts necessary to meet all reporting requirements
Generate monthly invoicing, reports from Contact Center databases.
QUALIFICATIONS:
2+ years of data analysis experience in a production business environment
2+ years of call center operations experience
Experienced in creative problem-solving in a fast-paced business environment
Outstanding detail-oriented data entry skills
Experience with Python, NumPy, and Pandas for dataset manipulation
Strong knowledge of SQL syntax and query composition
Experience with SQL Server configuration and administration strongly preferred
Strong understanding of database concepts (data types, file formats, etc.)
Proficiency with Microsoft Office Suite software, especially MS Excel
Demonstrated understanding of call center analytics, including Service Level, Abandonment Rate, and Average Handle Time
Strong written and verbal communication skills
Ability to work well in teams and independently with guidance from leadership
Associates Degree or equivalent experience preferred
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
10 days paid vacation
12 paid holidays
6 sick days accrued over the year, up to 16 days available to be accumulated
Insurance Eligibility the 1st of the month after 30 days of employment
Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
Short/long term disability
Life insurance 2x salary
Employee recognition events
Company matched 401(k) plan
Reasonably priced delicious food options on site (except at Glenview location)
Access to micro-kitchens
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
