Contact Center Analyst

LaSalle Network is currently hiring a Contact Center Analyst for a rapidly growing firm in downtown Chicago. This firm has been recognized by reputable publications as an up-and-coming leader in the legal industry and are growing their Chicago headquarters at a rapid pace!

As a Contact Center Analyst, you will support their contact center operations with an emphasis on business metrics, performance improvement, workforce management forecasting, staffing to optimize service levels and CCaaS system implementation. The right candidate will be able to take initiative, seek out root causes and explain business performance in a fast-paced environment.

Contact Center Analyst Responsibilities: 

• Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service performance
• Utilize data findings and analysis to identify process gaps and opportunities for increased service levels
• Responsible for leading, monitoring and distributing reporting and analytics to leadership team and other business partners
• Facilitate frequent and regular meetings with leadership to maintain working relationships, ensuring data needs are met
• Quantify the impact of business initiatives by partnering with all levels of the organization
• Develop processes, procedures and methodologies that result in accurate and timely forecasts and can be used for both short and long-term budget and staff/capacity planning

• Excellent oral presentation skills with the ability to demonstrate clear communication skills
• Ability to take initiative, seek out root causes and explain business performance
• Strong analytical skills, adept data mining, data analysis and data presentation
• College degree required
• Experienced in IVR system design
• 1-3 years of call center analytics experience and/or business forecasting strongly preferred

Thank you,

Allison Sachnoff
Senior Project Manager
LaSalle Network

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