Bridgepoint Education Contact Center Analyst - Tempe, AZ in Tempe, Arizona

Contact Center Analyst

Are you passionate about contact center analysis? Do you like being in the center of it all, where it is happening and happening fast? We are looking for a critical thinker, very capable with contact center technology and metrics, to work in our department of 10 analysts. The business counts on us to manage services and provide information, support, and recommendations throughout the day. If you are interested in this role, which would allow you to utilize your broad skill set, apply now!

About Us:

Bridgepoint Education, Inc. (NYSE:BPI) harnesses the latest technology to reimagine the modern student experience. Bridgepoint owns two academic institutions -- Ashford University and University of the Rockies. Together, these programs, technologies, and resources represent a unique model for advancing education in the 21st century. Bridgepoint stands for greater access, social learning, and exposure to leading minds. For more information, visit www.bridgepointeducation.com or www.facebook.com/BridgepointEducation.

Our Values:

Passionate -- We change lives through education.

Ownership -- We are accountable for our results.

Trusted -- We are confident in each other to do the right thing.

Teamwork -- We promote a collaborative and caring work environment.

Excellence -- We succeed through ongoing development, growth and improvement.

Attitude -- We have a positive and determined mindset.

Position Summary:

The Contact Center Analyst position is a full-time employment opportunity. Below is an overview of the team, technologies, and awesome efforts you will be able to be a part of.

Big Picture of the Team/Role

  • Current Team Size: 10 Analysts supporting a seven day-a-week operation.

  • Daily actions include monitoring call campaigns, making pacing adjustments, and running dialer jobs on new and existing student populations while managing multiple jobs simultaneously.

  • Accuracy and problem resolution is important in working items in our team inboxes, answering help line calls, and assisting with user questions about our Contact Center technology.

  • We interact with reporting platforms, call recording systems, soft phones, data marts, workforce management, and voice mail services.

Essential Job Duties:

  • Load, run, and pace Dialer jobs and report on results. Learn basic and some intermediate Dialer functions. Manage all job windows below FCC Compliance regulations.

  • Assist in creating new and/or maintain existing contact lists, dial schedules, and inbound or outbound contact flows as needed by the operations teams.

  • Be open and approachable to operations staff to assists with strategy, features and functionality of the Dialer, ACDs, WFM, and related contact center systems.

  • Assist with Workforce Management functions such as schedule audits as assigned, real-time monitoring, and adherence duties.

  • Understand and explain basic Contact Center routing to business units.

  • Answer business unit questions and be able to run reports in call recording system.

  • Run various reports, perform necessary Agent Group, Agent Name, and Skill change updates as requested.

  • Run existing SQL queries as needed to provide reporting data.

  • Ability to support entering unassigned leads and event leads into system for follow up and provide daily reporting of results.

  • This position requires working on Saturdays and/or Sundays to support weekend efforts with a scheduled day(s) off during the week.

Minimum Requirements:

  • Two years Contact Center experience or a telephony background in a technical support or analytical role is required.

  • Proficiency with intermediate MS Excel analysis, pivot tables, manipulation and scrubbing of data.

Preferred Qualifications:

  • 5+ years equivalent work experience in a Contact Center.

  • Real Time lead experience in a production role is considered an asset.

  • Advanced proficiency in the use Microsoft Office tools including Word, Excel, Access & Outlook.

  • Two or more years using a predictive auto-dialer, workforce management, and reporting on Contact Center reporting platforms such as an AVAYA PBX.

Education:

  • Bachelor's Degree (B.A. /B.S.) from four-year College or University desired.

Education Requirements:

If a degree or education credit minimum is required for the position, all education must be conferred by a regionally accredited or approved nationally accredited institution. All candidates must provide proof of higher education (official transcripts) upon request.

Physical Requirements:

Physical Demands: While performing the duties of the job, the employee is regularly required to use hands and arms and talk or hear. The employee requires dexterity in using telephone, computer keyboard, mouse and calculator while seated at a desk. The employee is frequently required to stand, walk and sit. The employee may frequently move to interact with fellow employees and/or clients. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

Communication Skills: While performing the duties of the job, the employee is required to read and comprehend instructions, correspondence, and memos. The employee requires the ability to write effective and detailed correspondence and to effectively present information both in one-on-one and small group situations.

Mental Demands: While performing the duties of the job, the employee is required to deal with stress associated with a fast-paced work environment and multiple priorities/tasks. The employee will be required to make judgment decisions and adapt to changing work situations, grasp and apply new ideas, communicate with various personalities at all levels and have the ability to apply common sense understanding to carry out detailed instructions.

Work Environment: While performing the duties of the job, the employee is required to work in an office environment, and the noise level is usually moderate to loud.

It is the policy of Bridgepoint Education to provide equal employment opportunities to all applicants without regard to race, color, creed, religion, sex, gender, gender identity, national origin or citizenship, age, ancestry, sexual orientation, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, military or veteran status or any other characteristic protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, and compensation. In addition, Bridgepoint Education will provide reasonable accommodations for qualified individuals with disabilities.

BPI Talent Acquisition: 04.19.2018JH