Job Description:
Key Responsibilities:
Performance Analysis & Reporting
Collect, analyze, and interpret contact center performance data (AHT, ASA, CSAT, FCR, adherence, etc.).
Develop and maintain dashboards and reports that provide visibility into key metrics and trends.
Identify performance gaps and recommend actionable strategies for improvement.
Track and report on campaign, queue, and channel performance (voice, chat, email, social).
Workforce & Capacity Planning
Support forecasting, scheduling, and real-time management of staffing levels.
Analyze call volume trends, occupancy, and shrinkage to optimize resource allocation.
Collaborate with workforce management and operations teams to ensure staffing efficiency and service level attainment.
Process & Quality Improvement
Evaluate operational processes to identify inefficiencies and improvement opportunities.
Partner with Quality Assurance and Training to align performance metrics with business goals.
Develop process documentation and assist with implementing best practices.
Technology & Systems
Work with IT and vendor partners to ensure optimal performance of contact center technologies (ACD, IVR, CRM, WFM tools, etc.).
Conduct system data audits and ensure data integrity across reporting platforms.
Support new technology rollouts, enhancements, and integrations.
Stakeholder Support
Prepare executive summaries and presentations for leadership.
Serve as a subject matter expert on contact center metrics, tools, and reporting methodologies.
Collaborate cross-functionally with Operations, Training, Quality, and Customer Experience teams.
Qualifications:
Bachelor’s degree in Business, Statistics, Data Analytics, or related field (or equivalent experience).
Strong analytical, quantitative, and problem-solving skills.
Proficient in Excel, Power BI/Tableau, SQL, or similar analytics tools.
Knowledge of contact center systems (Genesys, NICE, Avaya, Five9, Cisco, etc.).
Excellent written and verbal communication skills.
Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
Preferred Skills:
Experience with customer journey analytics and omnichannel reporting.
Understanding of KPIs such as NPS, CSAT, AHT, FCR, and Service Level.
Exposure to Lean, Six Sigma, or process improvement methodologies.
Familiarity with CRM systems like Salesforce or Zendesk.
Key Competencies:
Analytical Thinking
Data Visualization & Storytelling
Business Acumen
Continuous Improvement Mindset
Collaboration & Communication
Adaptability
Work Environment
Laptop, docking station, monitors, headset will be provided
Preferred schedule: Monday – Friday, business hours are 8am to 5pm EST ideally
This position may require commuting up to 2 days per week to a DXC office
Applicants must be located within commuting distance of one of our office locations
All applicants must be legally authorized to work in the United States without requiring sponsorship now or in the future
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .
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