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Data Analyst Job Description

This role is responsible for maintaining and updating databases, and writing new code as requested or required. This role has an emphasis on SSIS, SSRS, MS SQL, MySQL, C#, and the manipulation of Microsoft Office products to extract information. Daily tasks include database management,
troubleshooting, and developing new solutions to improve data analysis. This job is well suited to people who enjoy analyzing data, finding new ways to solve problems, and have an aptitude for working with computer systems. There is an emphasis on reporting and data maintenance for
multiple systems. Experience with Pentaho Reporting is a plus.
A successful candidate with exhibit strong communication skills including technical writing for user guides as well as independence in troubleshooting and time management.

Duties and Responsibilities

• Design and Test Database Plan: Design, write and modify programs to improve application processing for things such as online applications to websites, data transfer to internal databases, the processing of the application
  data, and online payment systems. Strong ETL Skills are preferred.
• Provide Database Support:
  Part of this role is to create technical training manuals to provide support to other teams and users, as well as gathering user requirements so that improvements can be identified to simplify
  processes and increase productivity.
• Modify Databases and Perform Tests:
  A key responsibility is modifying databases according to requests from teams and managers and performing tests to identify ways to solve database usage concerns and malfunctions. This includes researching new database products, services, and protocols that can enhance the systems in place within the company.
• Communicate with Different Teams:
  Communicate daily with different personalities and departments, responding in a professional manner to queries or requests. They liaise with developers, to improve applications and establish
  best practices for the business. Must be prompt and adept with responding to tickets assigned from within the company system and provide accurate time tracking.
• Construct Queries for Business Analysis:
  Analyze business requirements and program automated scripts to provide end-user support and regular maintenance to the databases. Must create business analysis queries, create custom-designed queries and codes to manipulate information and achieve the goals of the organization.

Title: Workforce Management Real-Time Analyst (remote)

Department: Operations

Reports To: WFM Manager

Direct Reports: No

Salary – Exempt or Non-Exempt:

Summary of Position:
The WFM Real-Time Analyst supports the service center operations by overseeing the incoming and outbound phone, messaging, chat, and email volume. The WFM Real-time Analysts will be accountable for managing and ensuring that the SLA for various programs is met by monitoring
of real time site adherence performance such as hold times, pause times reasons, variation in AHT, fluctuation in call volume and any other real time events that contribute or impact the execution of planned productivity hours. Supports the individual account forecasting and scheduling by gathering and organizing various types of data from multiple systems, tools, and teams. This position will have high visibility into the operations teams

Responsibilities:

• Monitor daily agent activity and call volume trends for multiple queues and sites in a multi-
  skilled shared environment
• Proactively provide feedback to Operation leaders in real-time
• Drive real-time adherence to the expected capacity against the actual performance to achieve
  service levels and efficiency metric goals
• Recommend scheduling changes when needed to meet service center objectives based on
  real-time observations, intra-day analysis and forecasted requirements
• Partner with the operations team to analyze and help improve their delivery processes in
  response to real-time factors affecting service center and client needs
• Identify recurring problems with system processes, policies or procedures; generate ideas to
  resolve problems to better service our customers and improve productivity
• Create and maintain process documentation
• Produce daily, weekly and monthly internal reports as needed
• Maintain consistent and professional communication with management, reporting site
  performance; including but not limited to staffing compliance (under/overstaffing), skilling
  status, and outages
• Recognize and communicate challenges during Critical Staffing & Service Level Meetings
• Provide assistance to the WFM team as needed
• Develop and execute a plan of action that includes follow up conversations to resolve
  behaviors impacting productivity and adherence issues

Qualifications:

•  2+ years previous experience in a Workforce Management role as an RTA or Analyst
• Proven strong interpersonal and communication skills with the ability to communicate
  effectively to business leaders at all levels in a diverse environment
• Experience using Workforce Management software in a service center environment (Motion,
  VCC in addition to call and schedule management software)
• Flexible schedule, including weekends as needed
• High School Diploma or GED
• Advanced skills using Microsoft Excel in a business environment
• Ability to multitask, prioritize and meet tight deadlines
• Analytical with attention to detail
• Ability to maintain composure in critical situations and communicate clearly with both internal
  and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making
  and implement effective resolutions
• Proven ability to build solid business relationships quickly

Job Title: Site Sales Executive

Work Hours: 8am – 5pm CST Monday through Friday (after hours as needed)

Pay Scale: Salary + Bonus

Reports to: Site Sales Manager

Primary Job Duties: Develop and demonstrate cross-sell solutions for current AnswerNet clients. Identify and personalize sales opportunities for our existing client base to drive sales. This position is responsible for promoting customer loyalty and enhancing retention through ongoing and
proactive communication.

Required Qualifications:

• Highly motivated, customer- centric, organized, flexible, and ability to multi-task
• Excellent verbal, writing, grammar, and communication skills
• Active listening skills and good rapport builder
• Detail oriented, logical thought-process, driven
• Highly organized, flexible, and ability to multi-task
• Proficient in Microsoft Office – Word a must
• Time management and presentation skills
• Exceptional phone manner and etiquette
• High School equivalent or better

Essential Duties and Responsibilities:

• Cultivating and maintaining strong relationships within assigned accounts; ensuring
  customer satisfaction.
• Use proven sales techniques to sell, build quick rapport, and demonstrate solutions to
  match client ongoing needs.
• Outside the box thinker who can recognize additional needs and propose creative
  solutions with a value on service
• Consistently reaching out to our current clients; letting them know how our other
  services might benefit their company’s needs.
• Learn and articulate our competitive advantage and niche marketplace.
• Establish realistic and obtainable, short, and long-term goals.
• Excellent documentation
• Write sales proposals and agreements, from approved templates, to establish a clear understanding of the proposed scope of work and deliverables matched to the approved company pricing structure ensure company sustainability and profitability.
• Meet or exceed agreed-upon goals
• Work collaboratively with all departments to ensure client and company success.
• Communicate internally and externally, via telephone, e-mail, or face-to-face (in person and on-camera webinar)
• Regular, consistent and punctual attendance
• Demonstrate company core values at all times

Job Title: Retention Specialist

Work Hours: 8am – 5pm CST Monday through Friday (after hours as needed)

Pay Scale: Salary + Bonus

Reports to: Site Sales Manager

Overview: AnswerNet is looking for a Customer Retention Specialist to assist with retention strategies to increase loyalty and retain our core customer base. In this role you will work with our customers, operations, and sales to reduce attrition, resolve customer issues, improve satisfaction, and
influence the addition of products and services that may benefit our customers.

Retention Specialist Responsibilities:

• Communicating with customers, operations, and sales executives
• Work with customers to establish trust, ensure retention, and aid the customer in achieving their
  goals
• Effectively respond to and resolve customer complaints
• Gathering data related to complaints, behavior, and feedback
• Negotiating with customers to renew contracts, increase rates, and retain business.
• Propose customer retention solutions
• Building positive relationships with customers
• Become an influencer for sales hand-off to cross-sell additional services and/or products that will
  benefit our customers

Retention Specialist Requirements:

• 1+ year experience in a similar role
• Excellent customer service skills
• Prior experience with, and a strong desire to help customers alleviate their concerns and resolve
  their issues promptly
• Strong conflict resolution skills
• Results driven with a strong attention to detail
• Strong computer skills with ability to learn Customer Relationship Management (CRM) and
  Microsoft software
• Ability to remain calm and professional in stressful situations
• Advanced communication and interpersonal skills
• Empathy and patience
• Advanced organizational skills.
• Bilingual (Spanish or French) a plus but not required