Contact Center Analyst MICHIGAN HYBRID

Job Description:

Key Responsibilities:

Performance Analysis & Reporting

• Collect analyze and interpret contact center performance data (AHT ASA CSAT FCR adherence etc.).

• Develop and maintain dashboards and reports that provide visibility into key metrics and trends.

• Identify performance gaps and recommend actionable strategies for improvement.

• Track and report on campaign queue and channel performance (voice chat email social).

Workforce & Capacity Planning

• Support forecasting scheduling and real-time management of staffing levels.

• Analyze call volume trends occupancy and shrinkage to optimize resource allocation.

• Collaborate with workforce management and operations teams to ensure staffing efficiency and service level attainment.

Process & Quality Improvement

• Evaluate operational processes to identify inefficiencies and improvement opportunities.

• Partner with Quality Assurance and Training to align performance metrics with business goals.

• Develop process documentation and assist with implementing best practices.

Technology & Systems

• Work with IT and vendor partners to ensure optimal performance of contact center technologies (ACD IVR CRM WFM tools etc.).

• Conduct system data audits and ensure data integrity across reporting platforms.

• Support new technology rollouts enhancements and integrations.

Stakeholder Support

• Prepare executive summaries and presentations for leadership.

• Serve as a subject matter expert on contact center metrics tools and reporting methodologies.

• Collaborate cross-functionally with Operations Training Quality and Customer Experience teams.

Qualifications:

• Bachelors degree in Business Statistics Data Analytics or related field (or equivalent experience).

• Strong analytical quantitative and problem-solving skills.

• Proficient in Excel Power BI/Tableau SQL or similar analytics tools.

• Knowledge of contact center systems (Genesys NICE Avaya Five9 Cisco etc.).

• Excellent written and verbal communication skills.

• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Experience with customer journey analytics and omnichannel reporting.

• Understanding of KPIs such as NPS CSAT AHT FCR and Service Level.

• Exposure to Lean Six Sigma or process improvement methodologies.

• Familiarity with CRM systems like Salesforce or Zendesk.

Key Competencies:

• Analytical Thinking

• Data Visualization & Storytelling

• Business Acumen

• Continuous Improvement Mindset

• Collaboration & Communication

• Adaptability

Work Environment

• Laptop docking station monitors headset will be provided

• Preferred schedule: Monday Friday business hours are 8am to 5pm EST ideally

• This position may require commuting up to 2 days per week to a DXC office

• Applicants must be located within commuting distance of one of our office locations

• All applicants must be legally authorized to work in the United States without requiring sponsorship now or in the future

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States Guam or Puerto Rico

DXC Technology Company (DXC) is anEqual Opportunity employer. All qualified candidates will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability pregnancy veteran status genetic information citizenship status or any other basis prohibited by law. View postings below .

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Please note: DXC will respond only to requests for accommodations due to a disability.

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Required Experience:

IC