iT Resource Solutions.net,inc

1 Job

28 Employees

About the Company

iT Resource Solutions (ITRS), a woman-owned, 8(a) certified, Small Disadvantaged Business, IT Services firm provides Strategic Staffing, Project Consulting, Unisys Centric Solutions and Professional Placement Solutions to customers in the Commercial, Federal, State and Local Government sectors

Listed Jobs

Company Name: iT Resource Solutions.net,inc
Job Title: Consulting Business Analyst
Job Description: **Job Title:** Consulting Business Analyst **Role Summary:** Provide comprehensive contact‑center analytics, reporting, and process‑improvement support to a client. Serve as a subject‑matter expert on NICE InContact CXone data, produce routine and ad‑hoc reports, analyze performance metrics, and collaborate with operations, workforce management, quality assurance, and training teams to enhance service quality and efficiency. **Expectations:** * Deliver accurate daily, weekly, monthly, and annual contact‑center reports using Excel and other analytics tools. * Serve as the go‑to expert on all contact‑center data, enabling stakeholders to access and interpret reporting outputs. * Apply data‑driven insights to identify opportunities for process improvement and to measure the impact of changes. **Key Responsibilities:** 1. Prepare and distribute routine contact‑center reports (daily, weekly, monthly, annual). 2. Act as a subject‑matter expert on NICE InContact CXone, creating new and ad‑hoc reports. 3. Analyze data and troubleshoot processes to uncover improvement opportunities and quantify outcomes. 4. Review recorded calls to pinpoint process and patient‑experience enhancements. 5. Assist operations teams in locating appropriate reports and answering analytical queries. 6. Collaborate with workforce‑management to develop and refine reporting and identify improvement opportunities. 7. Document reporting procedures and data definitions for business continuity and training. 8. Partner with quality assurance and training to identify key errors and recommend metrics for evaluating training effectiveness. 9. Support staffing model development using historical data for new projects or lines of business. **Required Skills:** * Advanced Microsoft Excel proficiency (5+ years). * Minimum 5 years experience in contact‑center analytics or leadership roles (e.g., Analyst, Manager, Reporting Specialist, Workforce Management). * 5+ years managing contact‑center data and reporting. * 5+ years applying contact‑center mathematical concepts (utilization, shrinkage, occupancy, percentages, statistical sampling). * 2+ years independent data analysis with strong attention to detail. **Required Education & Certifications:** * Bachelor’s degree in Business, Analytics, Information Systems, or a related discipline. * No specific certifications required.

Plymouth, United states

Remote

Mid level

12-09-2025