Roc Search is currently working with a leading telecommunications organization that is looking for an Embedded Analyst to join their team.
As an Embedded Analyst, you will leverage analytical skills to enhance training programs, improve performance metrics, and drive operational efficiency within our call center environment. This role requires a combination of analytical expertise and a passion for fostering a culture of continuous learning.
Key Responsibilities:
- Analyze call center performance data to identify trends, gaps, and opportunities for improvement.
- Collaborate with L&D teams to design and implement effective training programs tailored to the needs of call center staff.
- Develop and deliver actionable insights and recommendations to enhance training effectiveness and operational performance.
- Monitor and evaluate the impact of training initiatives on call center metrics, such as customer satisfaction, call handling time, and first call resolution.
- Create and maintain documentation of training programs, materials, and performance reports.
Qualifications:
- Bachelor’s degree in Business, Education, Human Resources, or a related field.
- 3+ years of experience in call center operations or analytics.
- Experience in adult learning principles, instructional design, and L&D best practices.
- Proficiency in data analysis tools and software (e.g., Excel, SQL, or similar).
- Knowledge of performance metrics and key performance indicators (KPIs) relevant to call centers.
Recap:
- Location – St. Louis, Missouri (Onsite)
- W2 Rate – $42-$52/hr dependent on relevant experience
- Length – 6 month Contract
If you think you're the right person for this job, we’d love to hear from you!
