DriveTime Automotive Group, Inc.

  • Call Center Analyst

    Career Site Title
    Call Center Analyst II
    Job ID
    2019-25491
    Category
    Bridgecrest
    Type
    Regular Full-Time
    Business Unit
    Operations
    Address
    1720 W. Rio Salado Pkwy
    City
    Tempe
    State/Province
    AZ
    Postal Code
    85281
    Country
    US
  • Overview

    What Drives You?

    • The encouragement of other top performers and strong leaders?
    • A culture of success with unique challenges and rewards?
    • Career paths that prepare you for new roles and growth?
    • An environment where helping others really matters?

    We share your drive. DriveTime is more than a company. We're a true team of strong, highly motivated performers that is committed to ensuring the success of each customer and of each professional. If you have a real passion for continual learning and growth, are flexible enough to handle various roles, and feel compelled to do what you know is right, we may have an excellent opportunity for you.

     

    Enjoy the Rewards and Benefits.

    Money: Great competitive pay!

    Benefits: Excellent medical, dental and vision plans (After just 60 days)! 401K match too!

    Schedule: Great training and tuition reimbursement!

    Future: We're a unique, highly respected, nationwide company with a strong culture of promoting from within. This isn't a job. It's a career.

    Responsibilities

    This position will be responsible for monitoring and assisting the Call Center Leadership with the operation of all support systems. Duties include but are not limited to preparing ad hoc reports; accumulating accurate and detailed statistics of daily, weekly and monthly production for reporting purposes; and analyzing data and recognizing trends and patterns in order to forecast future statistics both in real time and historical. Participating and leading pilots to test various call center strategies. As well as providing workforce solutions for the call center.

    • Leverages the collections data to analyze strategies, recommend improvements, and identify defects and/or areas for concern.
    • Develop and participate in pilots to test various IVR and call routing strategies
    • Serve as the liaison to Call Center leadership to help implement new call routing strategies
    • Monitor closely with the lines of business and the rest of the strategy team to meet service level objectives and ensure the consistent, accurate reporting and compliance within all call center groups.
    • Monitors outbound and inbound associate performance and offers recommendations in support of all groups.
    • Proactively works with all areas of the call center to identify opportunities to apply new workforce strategies.
    • Ensure the integrity and 100% accuracy of all reports distributed from the Call Center Analyst Team
    • Participate in development and UAT phases of all new reports and report enhancements
    • Work on activities, projects, and requests for data extrapolation as requested by Call Center Leadership
    • Available to be on call after business hours and on weekends
    • Other duties as required.

    Qualifications

    • Bachelor’s degree or equivalent experience
    • Strong analytical skills
    • 3-5 years of work experience in a Call Center environment
    • Minimum 3-5 years of work experience in Microsoft Excel to include VBA, macros, pivot tables, power pivots, and advanced functions
    • 3-5 years work experience in Microsoft SQL Server Management Studio
    • Technical understanding and experience with call center tools, telephony systems and contact management center systems (Avaya preferred)
    • Proficient in Microsoft Applications
    • Exceptional oral and written communication and presentation skills
    • Ability to work well under time sensitive requirements and meet deliverable due dates
    • Strong teamwork, research and problem solving skills
    • Experience forecasting and scheduling in a Call Center environment
    • Experience creating reports in Tableau preferred
    • Experience creating power pivots preferred
    • Experience with tabular models preferred
    • Experience with / building data models in Twilio Flex preferred

    Physical Demands.

    The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    1. This job position is designated as a safety sensitive position.
    2. Must be able to lift up to 25 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels.
    3. Must be able to carry and transport up to 25 pounds up to 60 feet.
    4. Requires standing for extended period of time with frequent stretching, reaching, walking and stooping, pushing and/or pulling.
    5. Requires excellent visual acuity and manual dexterity.
    6. Requires sitting for extended periods of time. Must be able to type for extended periods of time.
    7. Requires being able to hear and speak with others in-person or on the phone.
    8. Must adhere to regular and predictable attendance.

     

    And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Along the way, we provide plenty of opportunity to be creative and grow professionally in a fun, high-energy environment.

     

    Hiring is contingent upon successful completion of our background and drug screening process. DriveTime

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