Contact Center Data & Systems Analyst at Newegg

Purpose of Job

The Contact Center Data & Systems Analyst is responsible for driving operational excellence and enhancing both customer and user experiences across all service channels. This role combines analytical expertise, systems optimization, and process-improvement skills to strengthen workforce efficiency, streamline operations, and elevate service delivery. The Analyst manages and improves contact center systems, reporting tools, and performance dashboards while ensuring data accuracy and actionable insights. Through collaboration with cross-functional teams, this role identifies trends, recommends enhancements, and implements solutions that improve usability, productivity, and overall customer satisfaction, all in alignment with business goals and service-level commitments.

Job Description

Data Analysis & Reporting

• Extract, analyze, and interpret large data sets from contact center platforms (e.g., Genesys Cloud, Amazon Connect, CRM, WFM) to track key metrics such as ASA, AHT, SLA compliance, and agent utilization.
• Analyze reason-for-contact trends and customer survey results (CSAT, NPS, CES) to identify recurring issues, process gaps, and opportunities to enhance customer experience.
• Design, maintain, and automate dashboards and reports to visualize performance trends, forecast staffing needs, and identify operational gaps.
• Provide data-driven insights and recommendations to improve efficiency, staffing alignment, and customer experience.
• Support leadership with ad hoc analyses, executive reports, and data for strategic planning.
• Ensure all reporting aligns with established KPIs, SLAs, and business goals across global contact center operations.
  
  

Systems Administration & Support

• Serve as the system administrator and primary point of contact for contact center technologies, including configurations, permissions, integrations, and troubleshooting.
• Administer all Customer Service business systems user accounts and provide end-user support.
• Perform user acceptance testing (UAT), identify and track bugs, and coordinate resolution with technical teams and vendors.
• Manage integration testing, data validation, and configuration changes across connected systems.
• Continuously evaluate and improve contact center systems and tools to enhance functionality, reporting accuracy, and user experience.
• Maintain and document data sources, definitions, and system standards to ensure transparency, data accuracy, and reporting consistency.
  
  

Process Improvement & Cross-Functional Collaboration

• Partner with Workforce Management, IT, Product Management, and Business Intelligence to enhance forecasting accuracy, data quality, and operational visibility.
• Lead and support process-improvement initiatives using data analysis and automation opportunities to streamline workflows.
• Facilitate user group meetings, training sessions, and feedback discussions to ensure systems meet evolving business needs.
• Collaborate with IT and CX teams to analyze IVR data, identify call routing or containment opportunities, and optimize menu logic to improve self-service resolution rates.
• Manage multiple projects and competing deadlines to minimize operational impact and maintain service continuity.
• Facilitates user group meetings, feedback sessions, software demonstrations, and training.
• Collaborate with internal stakeholders and vendors to evaluate and implement system enhancements or upgrades.
  
  

Other Responsibilities

Perform additional tasks or special projects as assigned to support operational goals and continuous improvement.

Job Requirements

Education & Experience

• Education or equivalent experience in Data Analytics, Information Systems, Operations Management, or a related field (formal degree preferred but not required).
• Minimum 5 years of experience in customer service operations, contact center analytics, or systems administration.
• Proven success managing cloud-based contact center platforms such as Genesys Cloud or Amazon Connect.
• Experience in data analysis, report automation, and KPI/SLA tracking within large or multi-site operations.
• Background in workforce management (forecasting, scheduling, adherence) and collaboration with WFM teams.
• Experience leading or supporting process-improvement, automation, or system-enhancement projects.
• Vendor management experience related to customer service technology or reporting systems is highly desirable.
  
  

Technical Skills

• Advanced proficiency in Excel (formulas, pivot tables, Power Query) and comfort working with large data sets.
• Experience with SQL, Power BI, Tableau, or similar data-visualization tools.
• Solid understanding of contact center technologies (ACD, IVR, CTI, CRM integration).
• Skilled in system configuration, user administration, and UAT.
• Familiarity with automation tools, and cloud-based reporting processes.
  
  

Core Competencies

• Strong analytical and problem-solving skills with a focus on operational efficiency.
• Excellent communication and collaboration abilities across technical and business teams.
• Highly organized with proven capability to manage multiple priorities and projects.
• Skilled at translating data insights into actionable business strategies.
• Demonstrates a customer- and user-centric mindset, ensuring tools are intuitive, efficient, and effective.
• Self-motivated and adaptable, thriving in a fast-paced environment of continuous change.
  
  

Other Requirements

• Works effectively with Customer Service Leadership, Workforce Management, Product Management, Sales Operations, and Business Intelligence teams.
• Serves as an escalation point for system or data-related issues, ensuring timely resolution.
• Maintains high standards of data integrity, confidentiality, and compliance with company policies.
  
  

Essential Mental & Physical Function

Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to the supervisor's guidelines.

Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting is required. Constant keyboarding and telephone usage.

Office cubicle environment with minimal exposure to the environment or health hazards.

Supervisor Responsibilities

None

Language Skills

Ability to communicate in English.

Work Environment

Typical office environment.

Travel Requirements

None