Contact Center Analyst


Date Posted:
Job Code:
United States of America
Consumer/Customer Relations



Job Description


TBC Corporation is one of the nation's largest vertically integrated marketers of tires and automotive services for the automotive replacement market. The Company's retail operations include Company-operated tire and automotive service centers under the "Tire Kingdom", "Merchant's Tire & Auto Centers", and "National Tire & Battery" brands, and franchised stores under the “Midas” and "Big O Tires" brands. TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers throughout the United States, Canada, and Mexico.


We have an immediate career opportunity available for a Contact Center Data Analyst I in our Juno Beach, FL contact center. This position is primarily tasked with analyzing data from various contact center applications, presenting results to contact center management and making recommendations where opportunities are observed.


The successful candidate will be able to demonstrate excellent time management skills, personal organization, attention to detail and can work effectively with minimal supervision.  


Duties include, but are not limited to, the following:

  • Extract data from contact center applications including but not limited to UCCX, Ivanti, SAP, Oracle Service Cloud, CSC and WFM
  • Organize and compile data to create and maintain useful business reports 
  • Use statistical methods to analyze data and identify opportunities
  • Work with management team to create a prioritized list of needs for each business segment
  • Identify and recommend new ways to improve performance by streamlining business processes
  • Use data to create models that depict trends in the customer base and associate metrics
  • Support management in analyzing and tracking team performance metrics and utilization
  • Maintain internal electronic shared files so that reports and resources are readily available and easily accessible
  • Other duties as assigned  


Minimum Requirements



Job Requirements

  • 2 or 4 year degree in Mathematics or Computer Engineering preferred
  • 2+ years data mining experience
  • Ability to collaborate effectively and work as part of a team
  • Proficient in Excel, Word, Powerpoint, Outlook and Vizio
  • An understanding of call center metrics and technologies is preferred

TBC Corporation TBC continuously offers strong career opportunities to those from inside as well as outside the auto services industry. We hire those with a passion for success and we will train them with proven processes that will take them there. Our employees share a very unique and lucrative opportunity to maximize their earnings with industry leading pay, incentives, and recognition programs when they deliver and exceed expected results.