Call Center Business Analyst

Overview Join to apply for the Call Center Business Analyst role at Forest Lawn Memorial Parks and Mortuaries Base pay range: $100,000.00/yr - $135,000.00/yr Brief Description As a member of the Information Center team, this position provides technical, analytics and administrative support for the call center environment currently comprised of AWS and Vonage (telephony), 8x8, Salesforce, and Playvox WFM. This position performs operational monitoring, data analysis, and quality assurance to assess the customer experience during their interaction with the call center associates in order to make recommendations to management for improvements. This position requires an understanding of complex call center technology, data analysis, and business analysis, including gathering requirements for enhancements, coordinating and overseeing UAT and coordinating production releases for enhancements and technical fixes. What You'll Be Doing Act as a technology partner between the Information Center and Technology Services to aid in planning, coordinating and directing the delivery of highly complex business solutions to meet our call center needs. Analyze and report historical data and trends, including call volumes, call patterns, staff productivity, attrition rates, and resource. Work with Workforce Management Analyst to analyze and report on trends and make recommendations regarding agent efficiency. Produce reports and analysis across multiple systems and sources, including internal crystal reports, CRM, telephony, and workforce management data. Create reports and dashboards from scratch using Salesforce CRM Analytics, including creating data connectors, building recipes, filtering and updating data. Work with stakeholders in multiple departments to understand their data needs and deliver reporting and data visualizations in a timely manner. Troubleshoot unexpected technology issues as they arise, resolving them quickly or escalating them to our internal technology services partners and updating stakeholders in a timely manner. Drive continuous improvements to our operations, including enhancing existing technology by gathering requirements and working with internal technology partners or external consultants to deliver on a strict timeline. Gather requirements for technical improvements and work with internal and external technical teams to ensure a timely delivery. Manage relationships with outside technology vendors. Assist with assessment of vendors for new technology. Responsible for assessing and onboarding new technology, including gathering requirements and overseeing software project builds and organizing UAT. Troubleshoot data integration issues in sandbox/production, including telephony. Create tickets and coordinate with internal support and outside vendors to resolve short term and long term technology incidents. Manage escalations from multiple internal teams following Forest Lawn’s Incident Management process. Manage multiple tasks; quickly and efficiently move attention between multiple tasks without loss of accuracy and while maintaining a calm and confident demeanor under demanding conditions. Problem solve and act independently to resolve complex systems issues as needed. Requirements Associate\'s Degree (A.A.) in a data, math or technology-related field and/or post high school education. Bachelor\'s Degree preferred. Minimum 5+ years of progressive business experience in a call center environment. Minimum 5+ years of experience with customer support operations. Must be able to work in a hybrid setting and attend meetings in Glendale, CA as needed. Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center best practices. Previous experience solving complex technology issues. Strong knowledge of CRM and Lead Management solutions. Strategic, quick thinking, and dedicated. Strong verbal and written communication skills required; must be able to communicate effectively with core project team members, team leads, and end-users. Benefits and Compliance Competitive benefits package. Drug Testing Policy: Prior to beginning employment, applicants offered a job may be required to submit to a drug screening test. E-Verify: Forest Lawn participates in the federal E-Verify program. The process is completed in conjunction with Form I-9. Fair Chance Initiative for Hiring: Forest Lawn will consider qualified applicants in accordance with applicable state and local laws. Seniority level Mid-Senior level Employment type Full-time Job function Research, Analyst, and Information Technology Industries Individual and Family Services #J-18808-Ljbffr Forest Lawn Memorial Parks and Mortuaries