MSCC Admin - Business Analyst - Contact Center

TITLE: BUSINESS ANALYST - CONTACT CENTER

STATUS: EXEMPT

REPORT TO: VP - MSCC

DEPARTMENT: MSCC ADMIN

JOB CODE: 11979

PAY RANGE: $93,700.00 - $100,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Business Analyst for the Member Services Contact Center is an individual contributor reporting directly to the VP of MSCC providing objective insights and recommendations from multiple data sources within the contact center relating to optimizing and delivering exceptional performance across all operational KPIS. Responsible for transforming data into actionable insights through impartial synthesis and analysis of drivers of business performance and workforce people analytics data. This role empowers leaders to make informed decisions that directly support operational efficiency, team performance, member satisfaction and a direct contribution to achievement of Golden 1's organizational goals.

This analyst plays a key role in creating reports for the VP MSCC and its leadership team to monitor KPIs, improving system tools, and identifying trends that shape how we deliver on our service commitments. With a focus on business intelligence, problem-solving, and inquiry, the analyst delivers timely data analysis and recommendations to drive improvement across MSCC and Golden 1.

As part of our transformation vision to modernize the Golden 1 contact center, this role supports our commitment to provide exceptional member service by ensuring data-driven alignment between frontline execution and organizational goals.


TASKS, DUTIES, FUNCTIONS:

• Monitor daily, weekly, and monthly performance metrics to identify trends, gaps, and opportunities for improvement across all contact center channels (voice, chat, digital).

• Translate data into clear, actionable insights and partner with operational leaders to implement data-driven decisions that enhance service quality, efficiency and measured contribution toward Golden 1's operational and strategic goals.

• Support system tools including ARM ticketing, workforce management (WFM), and other operational platforms-ensuring optimal functionality and user adoption.
• Build and maintain dashboards, reports, and queries to support contact center KPIs, SLAs, and volume forecasting.
• Collaborate with IT, data teams, WFM, frontline leadership, and other stakeholders to identify system enhancements, troubleshoot technical issues, and drive strategic improvements.
• Contribute to process improvement initiatives by identifying inefficiencies, documenting workflows, and recommending best practices.
• Assist with testing, implementation, and training of new tools or system upgrades impacting the contact center.
• Partner with WFM team on scheduling insights, real-time adherence monitoring, and shrinkage analysis to support optimal staffing and service levels.
• Ensure the accuracy and integrity of reporting and support ad hoc analysis requests as needed.
• Act as a subject matter expert and internal resource on contact center systems and reporting tools.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills are required to proof-read, review, summarize, and report on complex government and legal rules, regulations, and guidance.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and

other standard office equipment, such as personal computers, cell or telephones.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Contact Center staff and leadership, WFM, enterprise project management, product management teams and all channels (retail/branch, digital, operations, HR and Accounting/Finance)
2. EXTERNAL: N/A

QUALIFICATIONS:

• EDUCATION: Bachelor's degree in business analytics, data science, business administration, or a related field required.
• EXPERIENCE:
• • 5-7 years of experience in an analytical role, ideally gained in a contact center or service operations environment with a focus on analytics or reporting.
  • Experience in financial services, credit unions, or member-centric organizations preferred.
  • The ideal candidate brings a strong consultative background and demonstrated experience in business problem solving. Experience utilizing SQL, Python, Power BI, Tableau, Advanced Excel, Lookr or other modern data tools is essential
  • The ideal candidate brings a strong consultative background and demonstrated experience in business problem solving.
  • Demonstrated success in using data to influence decision-making, improve outcomes, or support transformation.

KNOWLEDGE / SKILLS:

• Strong analytical skills with the ability to interpret complex data, identify trends, and deliver clear, actionable insights.
• Proven ability to connect operational data with member experience outcomes and service excellence goals.
• Experience utilizing SQL, Python, Power BI, Tableau, Advanced Excel, Lookr or other modern data tools is essential
• Familiarity with contact center systems including workforce management (WFM), CRM, IVR, and ARM ticketing tools.
• Strong communication skills-verbal, written, and presentation-with the ability to convey insights clearly across all levels.
• Ability to think adaptively, adjust to shifting priorities, and apply critical thinking in fast-paced, evolving environments.
• Experience supporting performance improvement, process optimization, or operational transformation initiatives.
• Detail-oriented with a high level of accuracy and accountability in data handling and reporting.
• Collaborative mindset with the ability to work cross-functionally and influence outcomes without direct authority.
• Self-starter with a solutions-focused approach, capable of working independently and proactively identifying areas for improvement.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, Etc.

LICENSES / CERTIFICATIONS:

Advanced degree or relevant certifications (e.g., Tableau, SQL, Six Sigma, Lean, WFM systems) a plus.

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 02/04/2026