Manager I, Data Analyst

Overview: Leveraging deep integrations into retailers’ point-of-sale systems, InComm is revolutionizing the commerce experience through innovative payments technology. InComm leverages end to end solutions to bring branded activatable products to retailers both in store and digitally. Our process includes everything from card printing, inventory management and forecast analytics, to the development and integration of activation technology in point of sale machines world-wide. From there we leverage our backend platform as a service technology to drive product activation to the tune of several thousand card activations every second. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers.
InComm is headquartered in Atlanta, GA with a presence in over 30 countries, an organization of approximately 3,000 employees, several hundred international technical patents, and a network that includes over 600,000 points of retail distribution. With innovation as our number 1 company value, our speed to market for new products and services is accelerating rapidly and quickly positioning InComm as a global leader in fintech innovation. Learn more at www.incomm.com or connect with us on Twitter, Facebook, LinkedIn, or Our Blog.
Inside InComm from InComm on Vimeo.About This Opportunity: Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. The Data Manager will analyze call center data and reports to better understand trends, improve forecasting and help improve overall call center operations. The Data Manager will also have a focus on report automation and data visualization to continue improving operational efficiency.
Responsibilities:Responsible for:

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  Building and enhancing Customer Operations reports and analytics capabilities.
• Use MS Suite, Tableau, database and PowerBI tools to create and/or improve existing reports, presentations, and databases to better meet the organization’s needs.
• Using data, provide evaluations, analysis and opportunities for improved customer service support, reduced cost and simplification of processes.
• Develop tools and reports to measure process improvements along with methods for assessing progress towards goals and objectives.

Primary Duties/Responsibilities:

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  Use data and reporting to identify and track improvements in processes, staffing, costs, service levels, call volumes, wrap-up reporting and other call center functions.
• Analyze call center data and reports to better understand trends, improve forecasting and help improve overall call center operations.
• Using available data and reports - provide input and suggestions to management for improvements, cost reductions and changes to improve call center performance.
• Create and distribute daily, weekly, and monthly reports in support of call center management.
• Develop and create call center reporting as directed by the call center management.
• Help develop department budgets and cost models based on trends, sales forecasting and other relevant data.
• Using data and reports, review, analyze and improve call center processes by reducing unnecessary, manual or repetitive steps creating improved efficiencies in resources.
• Assist with analyzing new programs, applications or products and help define the impact (positive or negative) they may have on the organization.
• Will typically work with call center management, quality teams, trainers, project managers, IT, IVR teams, Reports team, and other support personnel.
• Become very familiar with the functions and reporting capabilities of Cisco, CCA, IVRs, and financial platforms.
• Other tasks and responsibilities as assigned.
• Ability to work flexible hours with potential weekend work.

Qualifications:Desired Skills & Experience:

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  Bachelor’s Degree in Business or related field preferred
• Background working with call center analytics, reports and processes
• Superior attention to detail, high level of accuracy
• Demonstrate a solid understanding of call center metrics
• Have proven background of results and improvements in call center operations
• Experience translating business requirements to real world solutions
• Demonstrated outstanding communication and presentation skills
• Demonstrated background taking the lead and driving programs to resolution
• Demonstrated background working with upper management and support personnel
• Extensive background using these or similar applications: MS office (especially Excel and Power Point), Tableau, Splunk, SQL and Power BI.
• Excellent time management skills. Ability to function effectively in a fast-paced environment
• Tableau and PowerBI experience required
• Some Six Sigma experience preferred

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

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  This position is eligible for the Employee Referral Bonus Program

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