Contact Center Analyst - MICHIGAN HYBRID at DXC Technology

Auburn Hills, Michigan, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Contact Center, Customer ServiceIndustries

Requirements

Bachelor’s degree in Business, Statistics, Data Analytics, or related field (or equivalent experience)
Strong analytical, quantitative, and problem-solving skills
Proficient in Excel, Power BI/Tableau, SQL, or similar analytics tools
Knowledge of contact center systems (Genesys, NICE, Avaya, Five9, Cisco, etc.)
Excellent written and verbal communication skills
Strong attention to detail and ability to manage multiple priorities in a fast-paced environment
Located within commuting distance of a DXC office in Michigan (hybrid role requiring up to 2 days per week in office)
Legally authorized to work in the United States without requiring sponsorship

Responsibilities

Collect, analyze, and interpret contact center performance data (AHT, ASA, CSAT, FCR, adherence, etc.)
Develop and maintain dashboards and reports that provide visibility into key metrics and trends
Identify performance gaps and recommend actionable strategies for improvement
Track and report on campaign, queue, and channel performance (voice, chat, email, social)
Support forecasting, scheduling, and real-time management of staffing levels
Analyze call volume trends, occupancy, and shrinkage to optimize resource allocation
Collaborate with workforce management and operations teams to ensure staffing efficiency and service level attainment
Evaluate operational processes to identify inefficiencies and improvement opportunities
Partner with Quality Assurance and Training to align performance metrics with business goals
Develop process documentation and assist with implementing best practices
Work with IT and vendor partners to ensure optimal performance of contact center technologies (ACD, IVR, CRM, WFM tools, etc.)
Conduct system data audits and ensure data integrity across reporting platforms
Support new technology rollouts, enhancements, and integrations
Prepare executive summaries and presentations for leadership
Serve as a subject matter expert on contact center metrics, tools, and reporting methodologies
Collaborate cross-functionally with Operations, Training, Quality, and Customer Experience teams

Skills

Excel

Power BI

Tableau

SQL

Genesys

NICE

Avaya

Five9

Cisco

ACD

IVR

CRM

WFM

AHT

ASA

CSAT

FCR

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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