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Contact Center Data Analyst

Employer
Chicago Public Schools - CPS
Location
Chicago, IL, US
Salary
Competitive

Job Details

Chicago Public Schools (CPS) is the third-largest school district in the United States, serving over 340,000 students in 600+ schools and employing nearly 36,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments - student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.

The Contact Center is an inbound call center that receives over 100,000 calls per year and responds to over 25,000 emails per year. The Contact Center is a CPS employee resource that completes the daily administration of the Talent Office, which includes Health and Benefits, HR Business Partners, Leaves, Operations, and Talent Acquisition Departments. The Contact Center Data Analyst is an expert in providing contact center data needed to support management and employees. The Analyst develops reports, builds metrics and creates mechanisms and processes that improve service and streamline department operations while ensuring data integrity.

The Contact Center Data Analyst will be held accountable for the following responsibilities:

Typical Duties/Responsibilities:

  • Create and maintain department(s) call and ticket performance metrics.
  • Develop performance metric scorecards for staff.
  • Provide comprehensive reporting for the department.
  • Actively monitor and report on customer feedback and concerns to the manager.
  • Support inbound call traffic monitoring for efficient distribution based on staff availability.
  • Maintain call scripting, and call routing flows in the telephony system.
  • Investigate data quality issues and work with business and technical resources to execute action plans for resolution.
  • Identify opportunities to automate and streamline internal processes and procedures.
  • Assist department with testing and implementation of ticketing and phone systems.
  • Assist contact center manager with development of standard operating procedures.
  • Drive continuous improvement through data-based inquiry, innovative ideas, and sharing effective practices across the organization.
  • Performs additional ad hoc duties as assigned.


In order to be successful and achieve the above responsibilities, the Contact Center Data Analyst must possess the following qualifications:

Type of Education & Experience Required:

  • Bachelor's degree from an accredited college/university
  • Three (3) or more years of equivalent work experience


Knowledge, Skills, and Abilities:

  • Understanding of reporting metrics, analyzing performance metrics and customer satisfaction surveys
  • Prior experience generating staff and department performance reports
  • Prior experience coaching or training preferred
  • Proficiency with Microsoft and Google Applications
  • Strong Excel and data analysis skills (pivot tables, array formula, macros, etc.)
  • Strong cross functional communication and collaboration skills
  • Excellent oral and written skills with professional demeanor
  • Experience with Nice InContact and ServiceNow preferred
  • Ability to adhere to HIPAA and ADA regulations and laws, confidentiality, data privacy and protection requirements on a daily basis


Residency Requirement:

As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and must maintain residency throughout their employment with the district.

Company

Chicago Public Schools is truly a district on the rise. The last five years have been an unprecedented success for CPS, and during that time, our district has emerged as a beacon of what is achievable for large urban school districts across the country. Our mission is to provide a high-quality public education for every child, in every neighborhood, that prepares each for success in college, career, and civic life.

Company info
Telephone
773-553-1000
Location
42 W Madison St
Chicago
IL
60602
US

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