The Functional Analyst is responsible for overseeing the day to day real time operations of the Contact Center and making key decisions recommendations to leadership through analytical modeling. The Functional Analyst will support testing and implementation of a large technology project. Ideal candidates for this role will use their technical and analytical skill to drive efficiencies and provide insights that facilitate an optimal customer service experience. This candidate will also use troubleshooting expertise on Contact Center applications to provide Tier 1 Support as needed. The main system utilized is NICE InContact (CXone) so prior exposure will be essential.
- Pull data from NICE InContact
- IVR Configuration
- Provide TIER 1 Support on Contact Center applications
- Creates reporting and analytics to identify business trends at multiple levels within the organization
- Works with and combines multiple data sources to provide high-level and drill-down reporting and thorough analysis
- Defines the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps
- Works independently to construct complex statistical and financial models to report, trend and forecast business performance
- Works closely with business leaders to develop reporting and analytics based on historical and forecasted data and reports
The Contact Center practice is part of Deloitte's Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and 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. Deloitte solutions are focused on delivering fully integrated platforms that include integrated CRM, ERP and Legacy Backend Systems to support Omni-Channel capabilities (e.g., Voice, Email, Chat, Web Collaboration, SMS, Mobile Applications, Web Portals and Social Media).
- Bachelor's Degree
- 1+ years Contact Center help desk/troubleshooting experience
- 1+ years of NICE InContact Experience
- Limited immigration sponsorship may be available.
- Experience with NICE InContact CXone Platform
- IVR configuration experience
- Previous experience providing Data and analytics for a Contact Center
- Experience with analytical tools, models, projections and able to articulate findings to stakeholders
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At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.Our people and culture
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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.
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.
Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.
Requisition code: 14517
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