Job description

Job description

Maximus is supporting the State of California's unemployment insurance call center. In this analyst role you will support the large call center/case management operation by:

Essential Duties and Responsibilities

• Conduct deep dive data mining analysis using primarily Power BI, Excel, and SQL

• Design, implement & interpret a variety of operational performance reports

• Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.

• Assist with the development, analysis and distribution of project reports and performance indicators.

• Conduct complex data mining activities on a multitude of business processes

• Plan and deliver analysis to operational management – analysis includes information surrounding root cause, impact assessment and identifying key areas for possible process improvement

• Ensure data accuracy and validation prior to presentation

• Create and provide revolving analytics data of call/web chat patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.

• Serve as a point of contact for data and analytical usage, particularly for operational management.

• Consult with analytical leaders to understand current and future business goals and strategies, and ensure that methods and work products are aligned

• Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.

Minimum Requirements

· High School diploma; Bachelor's degree preferred

· 2 years of work experience

· Experience as a call center analyst preferred

·  Expert knowledge of Excel required

Technology Requirements

Internet Connection and minimum upload/download speeds are required to work; connection through needs to be through a modem, no hotspots

We will review requirements to work remote, include BYOD (bring your own

device).

*** must be available to work on Pacific Standard Time ***

Onboarding process includes background check + fingerprinting

Job Types: Full-time, Contract

Pay: $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Power BI: 1 year (Preferred)
• Microsoft Excel: 2 years (Preferred)

Work Location: Remote

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