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    Reporting & Data Analyst - Contact Center - Chicago, United States - Alzheimer's Association

    Alzheimer's Association
    Alzheimer's Association Chicago, United States

    1 week ago

    Default job background
    Description


    The Reporting and Data Analyst will conduct Contact Center assessment of Helpline performance against its strategic plan by collecting, processing, reporting and analyzing data and communicating results.

    Responsibilities

    Essential functions and responsibilities include, but are not limited to:

    Data Processing

    Collect, compile, and clean data from a variety of sources in an accurate and timely manner.
    Create/edit excel templates for data collection and analysis.
    Documents reporting requirements and processes and validates data components as required.
    Perform quality controls, locate inconsistencies in data, and communicate with national and chapter colleagues to resolve issues.
    Assists with gathering requirements for future requests of reports.
    Leads operational meetings with insights from reports.

    Data Reports


    Extracts and analyzes data from various sources, including NICE CX1, Personify CRM and other systems, manual files, and external websites.

    Generates and deliver timely operational reports. This includes daily, weekly, monthly, quarterly and annual reports for call volume and service level for the contact center. Prepares special reports as requested; generates reports and visual displays of data. This also include weekly, quarterly and annual chapter level data as well as agent performance data.
    Responds to data inquiries from Chapters and other groups within organization with accurate and timely data.

    System Maintenance

    Determines and makes recommendations for database design, sources of data, process design, data collection/processing and data cleansing.
    Maintains central repositories of all Helpline and Contact Center data collection and reports.
    Manages changes to reporting systems and maintains effective data collection protocols.
    Creates new tables, queries, and reports to handle special data requests in a timely manner.
    Imports and merges data from multiple sources into new and existing data repositories.
    Maintains google sheets, CX1 and other excel reports/reference files.
    Performs other duties as assigned

    Qualifications

    Bachelor's degree in business or social science field required, Master's preferred.
    Two years of applicable work experience.
    Advanced knowledge of Microsoft Office Suite, especially Excel. Knowledge of Tableau Software, MS BI and Access preferred (knowing formulas, pivot tables and creating reports from raw data).
    Experience with data analysis and report writing skills.
    Ability to think independently and proactively
    Ability to learn new software, systems, and processes, and train other staff in their usage
    Must be detail-oriented and have the ability to review data for errors and analyze data
    Must be able to multi-task and work on several different projects throughout the day
    Must possess excellent organizational skills and meet deadlines
    Must possess analytical skills, with the ability to research, compile, analyze, report, and present data findings

    Knowledge, Skills And Abilities

    Experience with extracting data from NICE CX1 Suite.
    Experience with extracting data from CRMs (Personify is a plus).
    Familiarity with Rest APIs is a plus.

    Title:
    Reporting and Data Analyst – Contact Center

    Position Location:
    Remote, US – Home Office Chicago, IL

    Full time based on 37.5 hours minimum

    Position Grade: 505 Exempt (Estimated Annual Salary Range $48,000 - $60,000)

    Reports To:
    Workforce & Analytics Manager

    Who We Are

    The Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research.

    Our mission is to lead the way to end Alzheimer's and all other dementia– by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

    At the Alzheimer's Association, our employees are at the core of all we do.

    Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer's and those at risk for the disease.


    We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer's, their caregivers and those that may develop the disease in the future.

    Read on to learn more about the role, then visit our website to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.


    At the Alzheimer's Association, we believe that diverse perspectives are critical to achieving health equity — meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care.

    The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer's and dementia.


    The Alzheimer's Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


    Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing.

    They are also eligible for our gold standard 401(k) retirement plan.


    Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.

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