Job Description

"Creating Smiles, you will love to share." That's the New York Family Dentistry motto.

Are you passionate about delivering exceptional business operations sales results with strong enthusiasm in presenting complex data driven insights and actions!

Salary: up to $90,000 annually, depending on experience

Excellent compensation and benefits package including labor law mandated employee benefits.

Key Responsibilities:

• Improving the customer service experience by optimizing NYFD call center operations through/using trend and data analysis and identifying and implementing strategies based on the data to improve efficiencies within the call center.
• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions through data lead thinking.
• Leading ongoing reviews of business processes and developing optimization strategies by utilizing the power of data insights to drive insights and actions
• Performing Sales/ Revenue Analysis to unlock customer insights and opportunities
• Documenting and communicating the results of your teams efforts and delivery outcomes
• Effectively communicating your data insights and plans to cross-functional team members and management, continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with
• Managing projects, developing project plans, and monitoring performance through a data lead analytical focus
• Monitoring deliverables and ensuring timely completion of projects.
• Serving as a liaison between stakeholders, agents and leadership involved in day to day operations

Qualifications:

• A bachelor’s degree in business or related field or an MBA (preferred)
• A minimum of 5+ years of experience in call center operations business, with strong emphasis on Business analysis or a related field.
• Proven Experience in Data Analytics and Project Management
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Fundamental analytical and conceptual thinking skills (Power BI, Tableau, Google Analytics and MS Excel Advanced user is preferred)
• Experience creating detailed reports and giving presentations.
• Certification in Project Management (PMP, CAPM) or Analytics

General Skills

• Process Improvement and Workflow Optimization
• Critical Thinking and Problem-Solving
• Project Management Tools and Methodologies (e.g., Agile, Scrum, Waterfall)
• Proficiency in SQL or Data Query Languages
• Understanding of Business Operations and KPIs
• Budgeting and Resource Allocation

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