SUMMARY

The Omnichannel Business Analyst position is part of our Customer Service Center (CSC) Business Operations team and is responsible for day-to-day management and enhancement of current and future state customer contact channels under the responsibility of the US Customer Service team. This position will not only include the day-to-day operational performance of the Customer Contact as a Service (CCaaS) system but will also participate in and lead projects to introduce new tools to the customer service team.
The ideal candidate must be comfortable collaborating and synthesizing analyses for the execution of business needs - extrapolating data, developing queries, ensuring standardization of customer experiences, leading projects that relate directly to our various platforms, and making recommendations for the betterment of the company.

This individual will also be a key contributor to improving employee engagement, retaining the best of the CSC culture, and supporting our evolving work structure, including remote & hybrid work styles.

KEY RESPONSIBILITIES
• Proactively monitor real-time performance metrics, including contact volumes, service levels, utilization, average handling time, agent availability, and other key metrics using workforce management software. Identify and immediately communicate with the contact center leadership staff of any performance issues.
• Work closely with team leaders and team managers to understand the requirements of their business and present recommendations to improve process, technology and KPI’s that will better serve internal and external customers.
• Provide product expertise and product understanding for Omnichannel, IVR, Chatbot, and other Call Center Technologies.
• Work with business representatives to deliver completely implemented solutions to end user community by leveraging best practices of the core applications.
• Develop programmatic solutions with our team’s unique dynamic in mind, testing solutions for accuracy, coordinating the implementation and completion of recommended specifications for all new systems.
• Publish schedules and staffing forecasts – working closely with managers to understand business requirements and make adjustments as necessary.
• Act as the subject matter expert within the CCaaS tool with ability to make system updates to the IVR, reporting, QM, and CSAT tools.
• Collaborate with CSC management to identify opportunities for improvement of resource utilization and to achieve service goals.
• Act as project manager for ongoing and new initiatives directly related to the technology required for the success of this position.
• Work cross functionally with the IT, Sales Operations, Marketing, and Logistics departments as a Subject Matter Expert.
• Own implementation of recommended solutions within scope of CSC technology.
• Triage agent IT issues and help with user training.

JOB REQUIREMENTS
Knowledge, Skills, and Abilities

Required:
• Expert technology adopter and learner
• Ability to determine opportunities through analysis of current or future trends.
• Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes.
• Strong proficiency in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio.
• Experience with ERP and CRM applications such as Oracle and Salesforce.
• Ability to lead independent of direction and drive multiple objectives in parallel to conclusion.
• Established time management and organizational skills with the ability to juggle multiple demands, manage shifting priorities and meet deadlines.
• Strong attention to detail, quality and accuracy of projects, supported by excellent Project Management skills.
• Strong ability to manage and summarize data in a clear, concise manner at the appropriate level of detail.
• Responds quickly to problems & opportunities.
• Excellent interpersonal and communication skills (written and verbal).

Preferred:
• Experience with other BI tools such as Tableau and Celonis.
• Knowledge of USG’s products, business, and customer base.
• 2+ years’ experience with CCaaS technology including: IVR / ACD, QM, WFM, CSAT, etc.

Education and Related Experience
• Bachelor’s degree required.
• 5+ years prior work experience performing business, data, operations, and/or statistical analysis.
• Experience in Customer Service and IT preferred.

Additional Information:

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran