Job Title: Administrative Clerk Location: Newark, NJ 07101 Duration: 3+ Months (Possible extension) Pay Rate: $20.68/hr. on W2 Department: MAST (Supporting Quality or Workforce Management Teams) Reports To: Team Manager or Supervisor (No direct reports) Location: Not specified Duration/Type: Not specified Job Summary: The Customer Contact Analytics Associate provides administrative and analytical support to the Quality or Workforce Management teams. This includes daily reporting, tracking performance metrics, forecasting, scheduling, and data-driven support for high-profile call center processes like After Call Surveys, Gas Emergency Analysis, and CSR assignments. Core Responsibilities:
- Collect and analyze customer contact data for performance and quality improvement
- Support forecasting and scheduling for call centers (daily, weekly, monthly)
- Utilize NICE system tools for call recording and workforce management
- Develop and maintain CSR schedules, integrating training and other off-phone activities
- Monitor and improve forecast accuracy and productivity metrics
- Create and deliver performance and trend reports
- Collaborate with various departments to implement process improvements
Required Qualifications:
- Bachelor's Degree, OR 3+ years of professional customer contact or analytics experience
- Strong skills in Microsoft Word, Excel, and Outlook
- Solid analytical and organizational abilities
- Clear, professional written and verbal communication
- Experience working cross-functionally
Preferred Qualifications:
- Experience in a call center environment
- Knowledge of SAP/CRM systems
- Familiarity with Lean Six Sigma practices
- Experience in QA/QC processes
- Prior experience with Workforce Management tools
- Leadership of small projects or process initiatives
Minimum Experience Required:
- 2-3 years of relevant experience